Roles and Responsibilities
· Receive queries and requests from phone calls and emails
· Communicate with customers through these channels professionally and within the required service level agreements in a fast-paced environment
· Provide accurate, personalised and anticipatory service with complete resolution
· Take necessary action to provide first call resolution within the required response time
· Ensure customer’s issues are resolved, follow up with customers via call and email where necessary
· Log all details of engagements with customers, accurately and legibly in the system in a timely manner, and to track these cases till closure
· Work as a team to ensure that the contact centre service level is met
· Handle any other administrative functions as assigned by Team Leads / Manager
· To attend briefings/trainings conducted by Team lead / clients or Managers
Requirements
· Diploma and above
· Candidate with prior experience in customer service preferred
· Highly disciplined and meticulous
· Analytical with good problem-solving skills
· Organised, Self-motivated, Positive attitude and Result-oriented
· IT savvy with good working knowledge of Microsoft Office
· Strong phone and verbal communication skills along with active listening.
· Empathetic and customer-oriented, with a passion for service excellence
· Ability to multitask (e.g.: logging cases, checking Knowledge Base to retrieve information while on the call with customer)
