Job Description:
- Handle all inbound calls routed into customer service hotline through 1800-881-1111.
- Speaks with empathy over the phone especially to all kinds of related termination requests directly from customers and direct request to Retention Team.
- Contact account holder via outgoing phone calls and email to remind them on their outstanding payments and commit dates for payment.
- Build and maintain relationships with customers by liaising directly with customers on any queries/issues related to billing.
- Monitor and follow up with account holders on payment dates.
- Raise waivers or credit notes for customer dispute cases when necessary
- Maintain accurate and timely records and tracking of all billing cases
- Assist in the preparation of reports and accounts loading.
- Help in sending statement of account, reminder letters and tax invoices to account holders.
- Any other ad hoc administrative duties.
Requirement:
- 1-2 years’ relevant experience within a Customer Care Centre, understanding of Security Monitoring Centre or equivalent experience is preferred.
- Min. N / O / ITE / Diploma with relevant call centre working experiences in banks / telcos preferred but not a must.
- Experience with Microsoft Office and able to demonstrate diligence and meticulous traits
- Possess customer centric qualities
- Good interpersonal & phone communication skills.
- Good spoken English and Mandarin
- Able to commence work on short notice
- Strong understanding how subscriber life cycle works
- Work towards KPI set by Leader
- Must possess can do attitude
- Has a passion for wanting to know how things work
- Picks up new things quickly
- Is good at learning new skills, product, technical knowledge
- Shows tenacity in finishing, especially in the face of resistance
- Pursues everything with energy, drive, and a need to finish
