Job Description

Roles:

• Answering customer inquiries through various channels like emails, live chats, and social media based on SLA
• Addressing customer queries in a face to face setting in our service centre
• Providing accurate and timely information about the company's products or services based on the defined set of QnA
• Resolving customer issues efficiently and in a friendly manner
• De-escalating/escalating situations and handling frustrated or upset customers with empathy and proactive follow-up
• Raise issue ticket via internal system to IS, Network team relating to customer issue and close the loop with the customers by providing updates and solution

Qualifications

Qualities and Skills:

• Previous experience working in a customer-facing role/ contact centre/ telemarketing
• Proficiency in using a computer, ability to quickly learn how to use different software
• Process-oriented and customer-oriented mindset
• Highly proficient in both written and verbal English to communicate effectively with our consumers

Other Information:

• Report to eight management team
• Working time: 9:00am to 6:00pm, Monday to Friday (There will be period that the role will require weekend work. For that, the employee will get either a day off replacement during weekday/ OT pay)