SME Customer Service Officer

Job Descriptions :

• Responds to live chats and social apps professionally and answer customers' enquiries.
• Ensure proper follow up on customers' request via calls, live chats or social apps when required.
• Acquire detailed knowledge, understand the operation, and collaborate with required parties and department to resolve customer issue and promote good customer experience.
• Handle customer complaints, to provide appropriate solutions and alternatives within the time limit.
• Providing customized and personalized to each customer.
• Listen to customer feedback, provide analysis on the root cause and channel the feedback to related department.
• Be part of the team contributing on premium services by reporting on daily incident, customer behaviours and trends.
• Acquiring a thorough understanding of key customer needs and requirements
• Developing trust relationships with a portfolio of major clients to ensure they do not turn to competition.
• Perform customer retention and service recovery whenever required.

Job Requirements :

Able to work on 24 / 7 rotating shifts, including weekends and public holidays. 5 days, 9 hours per week schedule. Shift rotation every month :

6am - 3pm

What you will gain :

Remuneration package :