Customer Relation Officer (call centre external)
11 months ago
The Company
You would most probably be a customer of our client. They play an important role in Singapores public transport system by being the mi..
The Company
You would most probably be a customer of our client. They play an important role in Singapores public transport system by being the middleman between you, the commuter, and all the other parts that help to make it world class.
Responsibilities
- Attend to enquiries, primarily incoming calls through the hotline or other channels such as email
- Understand customers needs and provide quick, accurate and satisfactory answers to their queries
- Type of calls consist and not limiting toConcession related matters (i.e lost of card/replacement procedure/extension issues/application issues)
Filing of claims for customer (i.e over-deduction/failure to exit/double deduction)
Point to point enquiries from customer
SimplyGo related issues (i.e Simple Technical issue, investigation of mismatch fare)
Perform out bound calls to customers who leave callback
- Ensure proper recording of conversation with customer in the call centre system
- Meet/exceed all individual and team key performance indicators (KPI) set by the management
- Maintain a positive and helpful approach in interactions with all customers
- Able to work during weekend and perform OT when necessary
- Other ad hoc duties as assigned by Team Leaders or Supervisors
Requirements:
- Mandarin-speaking
- Have previous experience in call centre is highly preferred or customer service experience
- A team player with good interpersonal and communications skills
- Self-motivated and able to work independently with minimal supervision
- We can take fresh candidates with a diploma
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