Handle customers enquiries and request via phone calls/ live chat and email regarding policy matters in a professional, clear, accurate and timely manner.
Assess and manage appeals, feedbacks and minor complaints from customer.
Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system.
Ensure effective and timely follow-up as promised to customers.
Deliver quality service to customers and meet the minimum rating of the soft skill evaluation.
Meet the individual targets for Contact Centre and ensure that the service level is met.
Liaise effectively with other members of the Contact Centre and other departments to resolve enquiries/ requests, where applicable.
Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and customer handling skills.
Adherence to schedule on and occupancy in the Contact Centre.
Competent and able to provide reference to new Contact Centre Officer through call buddying.
Participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service.
Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks.
Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company.
Highlight any potential concerns / risks and proactively shares best risk management practices.
Requirements:
At least 1-3 year(s) of working experience in call center environment (for Diploma and Degree graduates), 5 years for SPM graduates.
Job Details:
Follow Singapore Public Holiday (supporting Singapore office)
