Responsibilities
- Provide quality support for incoming enquiries via calls, email, live chat and walk-in (occasional)
- This position and the role to start would be to assist customers via Calls
- Support customer queries from other channels – In-person, Email, Live Chat etc.
- Manage escalations, complaints and feedback received
- Support night desk duties on rotational basis
- Support Hong Kong desk during public holidays(certain) on rotational basis
- Take ownership of client issues and follow through to resolution
- Participate in process improvement sessions and support delivery of client experience initiatives
- Make recommendations to improve or streamline current change practices to improve the customer experience, team productivity or operational efficiency
- Other ad hoc and general duties, and projects not defined herewithin
- Meet the defined KPIs parameters consistently
- Adhere to professional standards of behaviour & conduct in dealing with customers & fellow staff
Requirements
- Minimum 2 years of working experience in a Call Centre or service related role
- Candidates with relevant work experience will also be considered
- Excellent written and communication skills
- Resourceful and quick in solving problems
- Strong service mindset and good negotiation skills
- Night shift and working on public holidays(certain) required on rotational basis. Time off will be given to start work later the following day if scheduled for night desk duty
- Proficient in Microsoft Word, Excel, PowerPoint, computer and smartphone applications/navigations
- Immediate starters preferred
