Answering or making calls in a timely and friendly manner to clients to learn about and address their needs, complaints, or other issues with products or services.
Responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
Engaging in active listening with callers, confirming or clarifying information and diffusing angry clients, as needed.
Utilizing software, databases, scripts, and tools appropriately.
Understanding and striving to meet or exceed call centre metrics while providing excellent, consistent customer service.
Taking part in training and other learning opportunities to expand knowledge of the company and position.
Evaluate problems and complaints of the callers and provide proper solutions to them
Respond to the needs of customers and provide personalized service
Provide information on the company’s products or services and generate interest in the offer
Upsell products and services
Research needed information using available resources
Route calls to other team members whenever needed
Identify any issues that customers might be struggling with
Report on customer feedback
Complete call logs and reports
Manage & update customer databases
Follow-up on customer calls
Boost customer loyalty by offering a proper experience over the phone
Following communication scripts
Managing social media and third-party review site
Requirements
Min 2 years experience
Good communication skills
Excellent interpersonal skills to build rapport with people from diverse backgrounds
Ability to multitask
Problem-solving, collaboration, patience, tech-savviness and the ability to socialize well.
Benefits
5 days work week - 8.30am - 5.45pm
Located at McPherson Area, 10 min walk from Tai Seng MRT
