Senior Specialist, Contact Centre

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Senior Specialist, Contact Centre - Commercial are responsible to respond to customer inquiries via Voice and non-voice Channels i.e.: Calls, email, Live Chat, Mobile Access, Social Media, Webmaster, written correspondence and feedback also providing customer services including but not limited to handling of customer enquiry, provision of technical support, assisting in reservation and aftersales support, addressing and resolving customer feedback in a professional and timely manner in accordance with the organization's service standards.

What You'll Be Doing:

Manage inbound and outbound calls and emails, ensuring clarity and professionalism in all communication.

• Process new and existing bookings, ensuring accuracy and timely execution. Follow up to confirm details with

customers and vendors.

• Demonstrate clear, professional communication skills in all interactions with vendors and customers

• Build sustainable relationships of trust through open and interactive communication with customer as well as service

providers.

• Keep records of customer interactions, process customer accounts and file documents.

• Collaborate with team members to ensure efficient completion of tasks and maintain a positive work environment.

• Perform any ad-hoc task assigned by the manager.

• Act as a point of escalation for challenging inquiries and offer expert advice to team members. Handle escalated

cases, providing resolutions for complex issues while maintaining customer satisfaction.

• Track payments, ensure proper documentation, and resolve any payment discrepancies with the finance team.

• Identify and evaluate new vendors based on quality, reliability, and competitive pricing.

• Suggest and implement strategies to improve team performance and customer service.

• Provide after-hours support for urgent issues as needed, on rare occasions.

What You'll Need:

• SPM or higher tertiary education.

• At least 1-3 years relevant working experience in contact centre environment. Fresh Graduate are welcome to apply.

• Excellent command of written and spoken English and Chinese is preferable.

• Customer-service mindset with strong sense of responsibility.

• Knowledge of quality management systems, processes and tools would be an advantage.

• Computer literacy in MS applications and Chinese word processing.