Purpose of Role:

Answer incoming calls from customers to take orders, answer inquiries and questions, handle complaints, troubleshoot problems and provide information related to products and services.

Respond to customer needs, including after-sales services, programme benefits enhancing customer relationship and experience.

Accountability & Responsibilities of Role:

• Customer Service Representatives to provide superior customer services to all customers calling the call centre.
• Guide customers on available product and services, packages, value added services
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams.
• Ensure proper recording and closure of all issues.
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues.
• Agent to follow-up and check complaint status with the concerned department by emails.
• Communicate in a helpful and friendly manner with every customer over the telephone
• Log in customer queries in product provide Applications and resolve customer complaints in frontline itself or escalate to concerned dept.
• Manage large amounts of inbound and outbound calls in a timely manner
• Follow communication “scripts” when handling different topics
• Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
• Seize opportunities to upsell products when they arise
• Build sustainable relationships and engage customers by taking the extra mile
• Keep records of all conversations in our call center database in a comprehensible way
• Frequently attend educational seminars to improve knowledge and performance level
• Meet personal/team qualitative and quantitative targets

Position Requirement:

• Minimum 6 months Call Centre or Customer service experience
• High school or Degree preferred
• Bilingual Communication Skills
• Computer literate with knowledge about Customer Relations Management (CRM) system, CCM System and billing systems
• Ability to work under pressure & willingness to work in all shifts
• Good track record on QSL and VOC score
• Strong phone and verbal communication skills along with active listening
• Customer focus and adaptability to different personality types
• Flexible to work in shifting hours
• Familiarity with CRM systems and practices
• Customer focus and adaptability to different personality types
• Impressive, demonstrable track record and skills/experience gained within a similar position(s), at a similar level.