Our Client is a reputable international company, with a global headcount of more than 5000 and expanding currently. They are seeking professionals in Customer Service to communicate with their customers from omni channels.
Work Location: Central, Singapore
Job Responsibilities
- Manage customers from all channels, WhatsApp, live chats, social media, emails and phone calls
- Provide professional customer support.
- Manage escalations , provide appropriate solutions and alternatives within the time limits; follow
up to ensure resolution.
- Keep records of customer interactions, process customer accounts, and file documents.
- Someone who has equal rigor toward Root Cause Analysis (RCA) while resolving customer
complaints fast and effectively.
- Follow communication procedures, guidelines, and policies.
- Go the extra mile to engage our customers.
- Support ongoing Net Promoter Score (NPS) measurement via survey management and data
analysis.
- Analyse the trend of NPS to identify opportunities to improve customer experience.
Job Requirements:
- Min. 3 years Call Centre environment experience
- Proficient in managing all channels of communication with customers, for example, high volume of WhatsApp, social media inquiries, emails and phone calls.
- Structured problem-solving skills.
- Proficient in the use of CRM tools such as Zendesk or others such as Sprinklr Unified-CXM Platform would be advantageous
- Experience in handling escalations.
- Familiar with key metrics in measuring performance.
- Strong communication and writing Skills.
- Ability to work in a fast-paced environment
- Ability to multi-task, organize and prioritize work.
- Able to work on weekends, on rotating shift basis.
- Hybrid work arrangement.
- Candidates with call centre experience would be preferred
Employee benefits are attractive, with AWS, and medical coverage and career progression.
Only shortlisted candidates will be responded to, therefore if you do not receive a response within 14 days please accept this as notification that you have not been shortlisted.
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