Role Expectations:
Manage incoming customer service inquiries through different modes
Identify and assess customers’ needs to achieve satisfaction
Provide accurate, valid and complete information by using the right methods/tools
Handle customer complaints provide appropriate solutions and alternatives within
the time limits
Follow up on assigned cases to ensure resolution
Exercise strong decision making and make sound judgements
Keep records of customer interactions, process customer accounts and file
documents
Follow communication procedures guidelines and policies
Call customers, if required
Handle grievances to preserve the company’s reputation
Go the “extra mile” to provide exceptional customer service
Meet Quality standards and CSAT
Ensure Staffing, AHT, Break adherence expectations are met on daily basis
Role Requirements:
Proven experience as backend customer support representative.
Passion for customer service
Good knowledge of relevant computer programs (e.g. CRM software) and telephone
systems
Ability to learn about products and services and describe/explain them to customers
Good knowledge of English - Should be able to understand and comprehend
Excellent written communication skills
Cool-tempered and able to handle rejection
Outstanding customer service skills with the ability to resolve issues and address
complaints
Graduate degree is preferable but not mandatory