Executive, Call Center (Contract)

The main responsibility is to provide exceptional customer service over the phone, ensuring efficient and effective assistance to guarantee customer satisfaction. This includes managing and resolving all inquiries or complaints in accordance with the specified service standards.

Responsibilities

Handling Inquiries and Complaints

• Responsible for performing a full range of customer service oriented telephone, faxes, letters and e-mail support activities as directed. Receive and handle inquiries and complaints from internal and external customers.
• Take ownership of customers’ enquiries or complaints and resolve them by liaising with respective Business Owners within the Head Office or branches within specified time frame.
• To follow-up and update customers timely on complaints raised until it is resolved.
• Log each complaint received into the system on the same day and follow-up on the cases from time to time until resolved.
• Performs various operational background duties, conducts a variety of routine daily tasks, prepares correspondence; participates in special department projects.
• To share any comments or suggestions among the customer service team in order to improve service to customers.
• Gather customers’ feedback, comments and suggestions and share it with the Manager to improve service and ensure customers satisfaction.
• To undertake any other job responsibilities/accountabilities that may be assigned by the Manager as and when required.

Qualifications

• Degree in any a relevant field.
• Excellent verbal and written communication skills are essential for clear interactions with customers.
• Strong listening skills to understand customer needs and provide accurate responses.
• Ability to handle customer inquiries, complaints, and feedback in a professional manner.

The main responsibility is to provide exceptional customer service over the phone, ensuring efficient and effective assistance to guarantee customer satisfaction. This includes managing and resolving all inquiries or complaints in accordance with the specified service standards.

Responsibilities

Handling Inquiries and Complaints

• Responsible for performing a full range of customer service oriented telephone, faxes, letters and e-mail support activities as directed. Receive and handle inquiries and complaints from internal and external customers.
• Take ownership of customers’ enquiries or complaints and resolve them by liaising with respective Business Owners within the Head Office or branches within specified time frame.
• To follow-up and update customers timely on complaints raised until it is resolved.
• Log each complaint received into the system on the same day and follow-up on the cases from time to time until resolved.
• Performs various operational background duties, conducts a variety of routine daily tasks, prepares correspondence; participates in special department projects.
• To share any comments or suggestions among the customer service team in order to improve service to customers.
• Gather customers’ feedback, comments and suggestions and share it with the Manager to improve service and ensure customers satisfaction.
• To undertake any other job responsibilities/accountabilities that may be assigned by the Manager as and when required.

Qualifications

• Degree in any a relevant field.
• Excellent verbal and written communication skills are essential for clear interactions with customers.
• Strong listening skills to understand customer needs and provide accurate responses.
• Ability to handle customer inquiries, complaints, and feedback in a professional manner.