Executive Customer Service

The Responsibilities of the Role : -

• To take incoming telephone enquiries, problems, or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
• Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer’s concern.
• Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call.
• To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors).
• To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
• To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
• To recognize the importance of the telephone calls as a way of supporting and enhancing our client’s brand.
• To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
• To respond positively and openly to feedback from the Assistant Manager and colleagues and put into practice advice on how to improve.
• To escalate any queries or unresolved issues that cannot be completed within the agreed procedures.
• To undertake any administration tasks delegated by the Assistant Manager.
• To proactively identify areas for service and procedural improvement and make recommendations to the Assistant Manager.

The Requirements for the Role : -

The Package : -