Responsibilities
• Comply with company’s standard operating procedure (SOP)
• Manage and supervise multiple conversation platforms on daily enquiries
• Identifying and assessing client's need to ensure service excellence.
• Solve operational issues on a day-to-day basis
• Rectify problematic transactions and coordinate between internal department
• Provide administrative support to local and overseas Clients
• Recommend any possible improvement and process enhancement within the area of responsibility
• Resolve Customer Complaints promptly
• Monitor & follow up with the relevant department/s on escalated cases that require clarification updates
• To collect, analyse and communicate the root cause for traces to relevant parties (including other functional areas)
• To continuously review and improve existing trace and service recovery processes to ensure relevance to the dynamic business environment to establish and maintain a competitive advantage
• Ensure a positive client experience by following up and resolving customer service-related issues in an appropriate and timely manner
• Support departmental Key Performance Indicators set by Management
• Any other ad-hoc duties as assigned
Requirements
• Good command of English, both written and spoken.
• Excellent listening, negotiation and presentation abilities with strong verbal and written communication skills
• Proactive, resourceful with the ability to work well independently or in groups
Competencies
• Attention to Detail — The job requires being careful about detail and thorough in completing work tasks
• Communication and interpersonal skills – The job requires being a skilled negotiator, listener, and agile speaker to address concerns across all levels of people
• Customer-focused orientation – The job requires being customer-focused, and involves ensuring that all aspects of the company put its customers' satisfaction first
• Cooperation — The job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude
• Mental strength/Stress tolerance – The job requires the capacity to endure pressure or uncertainty without becoming negative towards self or others
• Teamwork – The job requires a great amount of collaboration to work and perform more efficiently in a team
• Adaptable, proactive, and possess a positive attitude and work ethics
