Executive, Customer Services (Office Hour)

Executive, Customer Services (Office Hour)

The role involves interacting with customers referring to our agents, known as Independent Business Owners (IBO) to address their concerns, answer questions, and assist with their needs. It also supports department management in ensuring efficiency, organization, customer satisfaction, and loyalty.

Responsibilities

• Handling Customer or agents (IBO) Inquiries : Respond promptly and professionally to inquiries from customers and IBOs via phone (inbound / outbound), email, live chat, and social media, ensuring compliance with established service-level agreements (SLAs).
• Providing Product / Service Information : Educate customers or agents (IBO) about the products and the related information, the marketing plan, rules, regulations, and policies to expedite decision-making for member inquiries.
• Resolving Issues : Efficiently handle and resolve complaints and issues, striving for first-call resolution and conducting necessary follow-up with customers or agents (IBO) via calls and emails.
• Handling Escalations : Identify and escalate complex issues or unresolved cases to relevant departments or management, while maintaining effective communication and case ownership throughout the process.
• Ensuring Customer or agents (IBO) Satisfaction : Follow up with customers or agents (IBO) to ensure their issues are resolved and they are satisfied with the service provided.
• Administrative Support & Events : Assist with ad-hoc tasks or projects assigned by the management team. Provide support during company events, functions, or campaigns as needed.

Qualifications & Requirements

Work Details

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