Accountabilities, responsibilities, and main duties:
- Acquire a strong working knowledge of the organisation’s programmes, services, and processes.
- Ability to deliver a professional and high-quality service experience in a customer-facing role.
- Identify customers’ needs and have them assessed to maintain a continuous high level of customer service delivery and satisfaction.
- Taking ownership of customers’ problems and follow through effectively and efficiently to resolution within the SLAs.
- Key member of the customer support function in establishing continuous improvement of processes to promote customer satisfaction.
- Maintain close liaison with all other departments to have a good understanding of the operational flow and ensure a seamless client experience.
- Perform any other duties and responsibilities as and when assigned by Management.
Snapshots of our ideal candidate:
- Possesses at least a Diploma/Advanced/Higher/Graduate Diploma in any field.
- Expected to work shift hours and on weekends (3 weekdays and 2 weekends).
- Ability to liaise with English & Chinese speaking clients is essential.
- Being effectively bilingual would be a strong advantage.
- Candidates who have worked in the hospitality industry are most preferred.
- Able to work in a fast-paced environment.
- Possesses emotional maturity and passion for customer service.
- Familiar with CRM systems and practices.
- Equipped with good mediation and persuasive skills.
- Positive, extroverted and outgoing personality.
- Outgoing personality with a professional disposition.
