Respond to customer inquiries, complaints, suggestions and commendations received via phone.
Deliver high-quality service by providing accurate information, offering appropriate solutions and maintaining positive customer relationships to enhance overall satisfaction.
Identify customer needs and relay feedback to relevant departments while ensuring timely and accurate data entry.
Monitor quality assurance scores, satisfaction metrics, response time, enquiry types, conversion rates and customer feedback to ensure service standards are met.
Compile and prepare monthly customer service performance reports, highlighting customer insights, recurring issues and areas for improvement.
Identify frequently asked questions and recommend process or service enhancements to improve efficiency.
Collaborate closely with sales, aftersales and management teams to ensure smooth information flow and consistent customer experience.
Escalate urgent issues or critical customer complaints to the appropriate teams promptly.
Requirements:
Possess at least a Diploma or Degree in any field.
Strong written and verbal communication skills, with active listening abilities.
Prior experience in a call centre environment is required.
Detail-oriented, organized and capable of managing multiple enquiries efficiently.
Positive attitude, strong teamwork spirit and a customer-first mindset.
Proficient in English, Chinese and Malay (both written and spoken).
