Customer Care Consultant

14 hours ago

Singapore FLINTEX CONSULTING PTE. LTD. Full time

**Responsibilities**
- Provide professional customer care support on a 24x7 basis for general enquiry, billing support and technical troubleshooting.
- Provide resolution related to all company’s services such as Mobile, Broadband, Digital Voice, TV and all other Value-Added Services (VASes) on a timely manner within Service Level Agreement from all various escalation modes.
- Educate and guide customer on end-to-end self-help transaction and to achieve first call resolution.
- Track all callback/follow up cases via CARE portal and utilizes knowledge management portal at all time, to ensure accurate information provided to customer.
- Ensure that all other enquiries which are escalated to other teams or departments are handled in a timely manner.
- Up sell and cross sell all services whenever customers call into the hotline.
- Collect and channel feedback on customers’ needs, potential issues, processes and service enhancement to Management as an ongoing process in the pursuit of service excellence.
- Provide statistics and information on the nature of calls as and when there is call surge on the product or customer’s issues. Eg. new promotions, product launches and technical outages.
- Provide ad-hoc onsite support / make outbound calls to resolve issues for exceptional customers.
- Proactively alert customers of potential issues to enhance customers’ experiences.
- Process manual orders not supported by system automation.
- Contribute to the success of the department / division by achieving all the Key Performance Indicators.

**Requirements**:

- Diploma in IT / Computer Studies / Networking or GCE ‘A’ level
- 1 to 2 years of working experience in a service industry will be an advantage.
- Excellent interpersonal and communication skills.
- Systematic, meticulous and a good team player.
- Willing to work on rotational shift roster and weekends / public holidays

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