Career Opportunities: Deliver Exceptional Customer Experiences
2 weeks ago
The Senior Customer Service Officer plays a pivotal role in ensuring exceptional customer experiences through prompt and accurate responses to queries, addressing escalated feedback, and coaching call agents on effective communication skills.
Key Responsibilities- To provide information and assistance to customers via various channels such as correspondence, email, inbound and outbound calls.
- Ensure timely and efficient resolution of customer inquiries by offering alternatives and solutions, while maintaining accurate records and adhering to service level agreements.
- Monitor, update and review backend maintenance tasks to ensure seamless updates and minimal disruptions.
- Prepare and maintain comprehensive reports on performance metrics, highlighting areas for improvement and opportunities for growth.
- Review and streamline work processes to enhance workflow efficiency and boost productivity within the unit.
- Contribute to groundwork for system enhancement projects, identifying key requirements and proposing feasible solutions.
- Perform ad-hoc tasks or projects assigned by the supervisor, demonstrating adaptability and a proactive approach.
- Handle escalated complaints from customers and resolve them within stipulated timeframes, upholding the company's commitment to customer satisfaction.
- Assist in evaluating call agents' performance, providing constructive feedback, guidance, and coaching to optimize their capabilities.
- Train call agents on effective communication skills to deliver a holistic customer experience.
- Minimum 3-5 years of relevant work experience in the credit card or banking industry.
- A passion for delivering exceptional customer service, with excellent telephone etiquette, communication skills, and interpersonal abilities.
- Proficiency in Microsoft Office Applications and strong analytical skills to interpret data and drive business decisions.
- Chinese proficiency is an asset, enabling effective communication with Chinese customers and Head Office personnel.
- Customer Service Skills
- Active Listening
- Microsoft Office Proficiency
- Telephone Manner
- Goal-Oriented
- Teamwork
- Conflict Resolution
- Call Center Experience
- Industry Knowledge
- Customer Satisfaction Focus
- Effective Communication
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