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Senior Customer Relations Officer
4 weeks ago
Job Description
- Respond to all incoming calls regarding the customers’ issues especially relating to termination requests and turn them into contract renewal.
- Answer all incoming calls promptly and effectively in an efficient and professional manner.
- Document all calls and actions taken into system ensuring that all updates and amendments are accurate.
- To ensure all contracts renewal submission are accurate and supporting documents are uploaded into system promptly.
- Follow through and take ownership on all queries from customer where possible.
- Work towards KPI set by Leader.
- Able to work unsupervised and maintain professionalism.
- To identify areas for improvement and work closely with internal and external stakeholders to implement new processes.
- Good incident knowledge in the market as a reference to overturn a termination request relating to security needs in homes and businesses.
- Take all practical steps to ensure your own health and safety at work, and the safety of others in the workplace.
Requirements
- Min 5 years of relevant experience within a call centre working environment in banks / telcos preferred
- Min. Diploma with experience in customer service industry
- Experience with Microsoft Office and able to demonstrate diligence and meticulous traits
- Possess customer centric qualities
- Good interpersonal & phone communication skills.
- Bilingual in English (both written and oral communication) and ability to converse in Mandarin due to high volume of Mandarin speaking account holders.
- Able to commence work on short notice
- Strong understanding how subscriber life cycle works
- Passion in learning new skills, product, technical knowledge
- Shows tenacity in finishing, especially in the face of resistance
- Strong team player with strong teamwork capability
Tell employers what skills you have
Customer Service Skills
Product Knowledge
Customer Relationship
Sustainability
Microsoft Office
Analytical Skills
Customer Support
Sales Effectiveness
Problem Solving
Attentive
Pressure
Communication Skills
Administrative Support
Customer Satisfaction
Team Player
Customer Service
Real Estate
Customer Relations
Call Center
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