Career Opportunities: Deliver Exceptional Customer Experiences

2 weeks ago


Singapore beBeeCustomerExperience Full time $40,000 - $70,000
Job Overview

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.
Additional Accountabilities
  • 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.
Requirements
  • 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.
Essential Skills
  • Customer Service Skills
  • Active Listening
  • Microsoft Office Proficiency
  • Telephone Manner
  • Goal-Oriented
  • Teamwork
  • Conflict Resolution
Preferred Skills
  • Call Center Experience
  • Industry Knowledge
  • Customer Satisfaction Focus
  • Effective Communication

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