Customer Contact, Analyst

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About the Role

To effectively and efficiently manage customer/agent/prospect interactions and requests via inbound call.

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 collaborate closely optimally 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 improvement of skills and knowledge to deliver quality service.

• To promote/cross-sell the company's product and services pro-actively when opportunity arises.

• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.

• To adhere with the 24/7 Call Centre operation and scheduling

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 dedication to customer happiness.
• 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 demeanor.
• Strong decision making and analytical abilities.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.