Job Description:
- Handle customer enquiries through the phone.
- Listen, probe and question in order to clarify and understand customer needs.
- Remain up to date with the latest information that impacts the delivery of service to the customers and provide accurate information promptly to customers.
- Follow-up on outstanding cases and perform call back to customers if necessary,
- Handle customer enquiries via various channels such as emails, live chat etc/
- Assist customers on after sales issues.
- Resolve customers product and promotion enquiries.
- Process order cancellation or refund request.
- Perform up-sell and cross-sell to customers.
- Handle customer enquiries on social media.
- Engage customers using social media platforms to resolve their issues or enquiries.
- Moderate and respond to comments on social media professionally and with empathy,
- Escalate customer issues.
- Document customer issues on CRM/Salesforce system.
- Escalate the customers issues to appropriate departments.
- Follow up with the respective departments to respond to customer promptly.
- Assist on membership matters.
- Process card replacement.
- Activate new membership cards.
- Resolve point related issues.
Requirements:
Personal Attributes
- Highly adaptable to a fast-paced and dynamic work environment
- Possess customer empathy
- Developing relationships with customers to maximize sales potential and ensure total customer satisfaction.
- Ability to work on shifts (which includes weekends)
Competencies
- Proficiency in English; ability to converse in Mandarin will be an added advantage (to liaise with Mandarin speaking associates/customers)
- Customer-oriented with good interpersonal and communication skills
- Candidates with experience in customer service or contact center will have an added advantage
- Candidates with a passion in customer service are welcome to apply
