How you will create an impact
This role requires the candidate to work in a team of Customer Care Consultant to perform voice and non voice customer service and sales for transactions routed to the Inbound Sales & Service team, promptly, accurately and professionally.
Roles and Responsibilities Include:
- Versatile and to embrace change as and when required in accordance to company vision and mission.
- Ensure timely update of complete and accurate information on customer interactions in the Customer Relationship Management (CRM) system.
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.
- Fulfill Contact Centre expectations by meeting KPIs as set out in CCC KPIs.
- Provide high levels of service delivery and contribute to expected team performance standard.
- Ensure resolution provided, resolve customers’ problems, feedback and complaints by applying appropriate skills.
- Feedback customer’s concerns to Team Manager for service improvement
- Deliver excellent customer service and ensure a positive customer experience during conduct of day to day activities.
- Promote/cross-sell company’s products and services proactively when opportunity arises to increase productivity and revenue generations.
- Maintain positive and professional working relationship with Contact Centre colleagues and stakeholders.
- Able to perform additional or overtime duties during operational exigencies.
- Assist ad hoc initiatives / projects as and when delegated by management.
- Updates job knowledge by studying new product descriptions; participating in educational opportunities.
- Contribute to Continual Improvement in Operations, Customer Journey, and Customer Experience, Product and Campaign re-design initiatives through insights and supporting team and direct managers in ad hoc projects/programmes in the Contact Centre.
Performance Measures:
- Adherence to Schedule and Punctuality
- Aux breaks
- Achieve Quality Score of 90% and above
- Average Handling Time
- Calls Answered per hour
- Cross Sells – Renewal (conversion rate) / New Business enrolment
- Cross Sells – Personal Accident
- Complaints / Feedback and Compliment
What you’ll need to succeed
- Excellent telephone etiquette
- Resilient, resourceful, displays strong initiative, self-directed and motivated
- Excellent customer service and communication skills
- Strong interpersonal skills
- Able to articulate thoughts clearly
- Fluent in oral and written English
- Enjoy problem solving
- Customer Service orientation
- Able to apply the right level detail to task and initiatives
- Relevant customer service experience in contact center environment
- Bilingual in English and Bahasa Melayu/Mandarin or Tamil.
- Certificate in General Insurance preferred
- Health Insurance Certification would be an advantage
- Knowledge of Call Center Systems
- MS Office Application Suite
