Job Description:
- Respond and follow up promptly on customers queries from general hotline and email.
- Handle and resolve first level enquiries related to our products, spare parts and service schemes.
- Acquire multiple product knowledge to enhance ability to understand customers’ needs across different products and perform simple troubleshooting to identify the issue to ensure that customers are attended effectively.
- Communicate and coordinate with internal departments and authorised service contractors on scheduling of service appointments and as well as resolving issues arising from service appointments.
- Target orientated and able to meet KPIs set by the company.
- Record details of enquiries and customer interactions including action taken in CRM system.
- Work and coordinate with inter-departments to resolve any issues related to company’s products and services.
- Other additional duties as assigned related to the business e.g., cover duty at walk-in customers at our Service Centre etc.
Job Requirements:
- Minimum GCE ‘O’/ ‘N’ Level, with 1–2 years’ call centre or frontline customer service support functions.
- Good command in English and second language, written and spoken.
- Possess a pleasant disposition and good interpersonal skills with passion to work with people.
- Excellent customer service mindset.
- Team player who is proactive, self-driven, meticulous, and resourceful.
- Good computer literacy.
- Willing to perform overtime (when required).
