Customer Contact, Analyst

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About the Role

To attend to inbound calls (24/7 shift rotational basis) according to the Standard Operating Procedure in resolving and providing solution to customers enquiries/requests in more effective and efficient way, this includes back-end administration processing.

Roles and Responsibilities

• To attend to inbound calls according to the Standard Operating Procedure in resolving and providing solution to customers enquiries/requests in more effective and efficient way, this includes back-end administration processing.
• To liaise effectively with other members of Call Centre, other departments and business partners to resolve enquiries/requests, where applicable.
• To coordinate closely with unit leaders/management in managing individual call time and volume (i.e., AUX, ACW and what deems appropriate) and act appropriately to achieve the service targets.
• To participate in training so as to ensure continuous enhancement of skills and knowledge to deliver quality service.
• To perform other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

Minimum Job Requirements

• Education - Diploma, Degree holder in any discipline and/or non degree holders with strong related working experience.
• Experience - Relevant experience, preferably at least one year in Customer Service / Call Centre.
• Demonstrated experience in customer service.
• Passion for excellence with respect to treating and caring for customers.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Possess a strong work ethic and team player mentality.
• Ability to handle and manage customer complaints.
• Has a pleasant, patient and friendly attitude.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.