Job Description
- Respond to all incoming calls regarding the customers’ issues especially relating to termination requests and turn them into contract renewal.
- Answer all incoming calls promptly and effectively in an efficient and professional manner.
- Document all calls and actions taken into system ensuring that all updates and amendments are accurate.
- To ensure all contracts renewal submission are accurate and supporting documents are uploaded into system promptly.
- Follow through and take ownership on all queries from customer where possible.
- Work towards KPI set by Leader.
- Able to work unsupervised and maintain professionalism.
- To identify areas for improvement and work closely with internal and external stakeholders to implement new processes.
- Good incident knowledge in the market as a reference to overturn a termination request relating to security needs in homes and businesses.
- Take all practical steps to ensure your own health and safety at work, and the safety of others in the workplace.
Requirements
- Min 5 years of relevant experience within a call centre working environment in banks / telcos preferred
- Min. Diploma with experience in customer service industry
- Experience with Microsoft Office and able to demonstrate diligence and meticulous traits
- Possess customer centric qualities
- Good interpersonal & phone communication skills.
- Bilingual in English (both written and oral communication) and ability to converse in Mandarin due to high volume of Mandarin speaking account holders.
- Able to commence work on short notice
- Strong understanding how subscriber life cycle works
- Passion in learning new skills, product, technical knowledge
- Shows tenacity in finishing, especially in the face of resistance
- Strong team player with strong teamwork capability
