The Job:
- Serve as the first point of contact for customers seeking technical assistance over the multiple touchpoints such as phone, email, ecommerce, social media
- Direct the customer to articulate their requirements through carefully designed questions
- Identify the issue encountered by the customer and open the right support ticket in the system
- Determine the solution based on the issue and details provided by customers and reassign ticket to relevant support team
- Understand the required skills and knowledge to resolve customer's issues
- Coordinate with internal support teams to resolve customers' concerns
- Monitor and follow up on all outstanding support tickets
- Record events and problems and their resolution in logs
- Follow-up and update customerstatus and information
- Pass on any feedback or suggestions by customers to the appropriate internal team
- Preparation of simple monthly reports for feedback to supervisor
- Identify and suggest possible improvements on procedures
- Monitor and respond to emergency cases such as public relations media in accordance to established procedures
- Process colour marketing mails to customers
- Assist in the new development of CRM system
- Set standard operating procedures in place in channeling the support tickets
- Ad-hoc frontdesk duties
Job Requirements:
- Minimum Diploma in any discipline
- Prior experience in customer service or support is a plus
- Passionate about providing excellent support & service
- Organized and able to prioritize and multi-task
- Have excellent interpersonal and written communication skills
- Tech savvy e.g. Proficient with Microsoft Office, Internet Browser, mobile applications)
- Flexible and adaptable towards changes
- Familiar with social media channels and platforms (such as Facebook, Instagram, chatbots)
HOW TO APPLY:
Interested applicants, please click on “Apply Now” and provide the below details in your resume.
We regret only shortlisted candidates will be notified.
Trust Recruit Pte Ltd
EA License No: 19C9950
EA Personnel: Ding Xin Er
EA Personnel Reg No: R22106669
