Customer Contact Consultant

2 weeks ago

Singapore SG 400 CIBT Singapore PTE Ltd Full time

Consultants will provide status checks when clients request updates and will work with processing and despatch teams to ensure customer satisfaction. Consultants will perform processing preparation activities when workload allows.

Consultants will also be responsible for some internal sales activities in relation to our Special Services department.

**Duties**:

- Responsible for averaging 90% or above overall quality score
- Required to maintain 95% adherence to schedule
- Handle on average 80 to 110 calls per day (based on our average call handling time of less than 3 minutes)
- Provide consistent, courteous and professional service to both internal and external clients
- Professionally handle irate customers and correctly identify when to escalate to the next level
- Responsible for providing the client with the most up-to-date visa and passport information.
- Work proactively to identify and communicate to customers any potential issues that would prohibit CIBT from meeting the customers’ Request By Date
- Communicate with various CIBT teams (processing and dispatch) of any changes a designated client needs to make to an active itinerary.
- Respond to all requests for information in a timely manner.
- Assist colleagues and other departments when necessary.
- Consistency in documenting clear and concise information on all active files utilising Private Notes
- Provide clear feedback to management on customer’s experience and perceptions
- Process research on visa requirements when necessary.
- Keep self informed and educated on all changes in business that impact quality of service provided

**Other responsibilities**:
CIBT is staffed by small teams and fluctuating demands. Hence, it is essential that the role holder is prepared to work collaboratively with other staff, to attend regular meetings and contribute to helping other team members with tasks when required. Work assignment can vary both intra-day and day-by-day.

**Key Role Competencies**:

- Customer Service Excellence - key focus
- Confident and personable attitude
- Strong verbal and written communication skills
- Strong computer literacy
- Adaptability
- Rapport building
- Teamwork orientation
- Attention to detail and problem resolution skills
- Ability to prioritise and multi-task
- Flexibility and tolerance for high pressure environment
- Ability to accept supervision
- Respect for diversity
- Travel Industry and/or Call Centre Experience
- Good knowledge of geography
- Cisco desktop desirable but not essential

**Position in the organisation**:

- Individual contributor, directly accountable to Customer Contact Supervisor, CIBT, Melbourne
- Member of a small team directly responsible for customer education and satisfaction
- Liaises with all other teams involved in the service delivery stream

**Key Relationship**:

- Customer Contact Supervisor
- Customer Contact Consultants
- Process, Dispatch and States Supervisors
- National Operations Manager
- All CIBT Customers

**Dimensions and limits of authority**

Individual will make recommendations to management team on processes that improve the overall service delivery experience

  • Customer Advisor

    2 days ago

    Singapore JJ Consulting Services Full time

    Our client is a global and established Multinational Company, who is seeking to recruit a Customer Advisor (Contact Centre). This position is based in Singapore. **Customer Advisor (Contact Centre)** Reporting to the Customer Service Supervisor in our Contact Centre, you should confidently and knowledgeably provide the full suite of Company customer...

  • Technical Consultant

    7 days ago

    Singapore NEWBRIDGE ALLIANCE PTE. LTD. Full time

    Our client is a Listed company, specializing in contact center software and other communication technology. **Principal Responsibilities** - Develop and deliver consulting services that support business development & demand generation of the contact centers - Strong focus on Value Realization Services consulting bookings, new revenue growth and renewal of...

  • Consultant

    2 weeks ago

    Singapore DESTINY CONSULTANT PTE. LTD. Full time

    Provide customer service and answer consultation enquiry to customers via phone/email/text Coordinate and follow up with customer and partners and maintain strong relationship Processing of consultation orders,

  • Consultant -

    3 weeks ago

    Singapore DESTINY CONSULTANT PTE. LTD. Full time

    Roles & ResponsibilitiesProvide customer service and answer consultation enquiry to customers via phone/email/textCoordinate and follow up with customer and partners and maintain strong relationship Processing of consultation orders, payment and preparation of contract & other necessary documents Providing back-end support and coordination with Customer...

  • Inbound Reservations Agent

    2 days ago

    Singapore STARWOOD CUSTOMER CONTACT CENTRE (AP) PTE. LTD. Full time

    *** The primary responsibility is to process reservation requests for Marriott's global guests who are staying in Marriott's global brands of hotels. **Job summary** - Process reservation requests and support of basic loyalty and customer care requests. - Create an effortless experience and build raving brand fans by answering questions about property...

  • Sales Consultant

    2 days ago

    Singapore AUXILIARY CONSULTANT (AC) Full time

    **Location**:Ang mo kio **SalaryRange**:$1800-$ 2500. Commission too **Job Description - Sales Consultant** - Engage with potential clients to understand their wedding vision and requirements. - Present and promote our range of actual day wedding packages and pre-wedding shoot packages in a persuasive manner. - Conduct personalized consultations with...

  • Customer Service Exective

    2 weeks ago

    Singapore Phoenix Contact (SEA) Pte Ltd Full time

    COMPANY DESCRIPTION Phoenix Contact is a global market leader specializing in the design and manufacturing of electric interconnection and industrial automation devices. With worldwide coverage and in-depth understanding of the local market, Phoenix Contact pro-actively grows itself to be a technology leader in each of its business fields by developing...

  • Customer Service Consultant

    7 days ago

    Singapore ASSET STRATEGIST ALLIANCE LLP Full time

    We are a fast growing organization and we are looking for a Customer Relationship Consultant to help our customer service initiatives. If you are looking for a part-time job you can contact us. - Flexible timing - Able to work independently - Can work from home - Nice work environment - Training will be provided

  • Customer Contact Manager

    7 days ago

    Singapore Singapore Airlines Full time

    Increasing the focus on training, clearly defining and deploying consistent benchmarks to be utilized - Driving a structured, consistent, best practice approach to training - Ensuring agents are well-trained, & equipped with the required necessary skills to be on-boarded for our Operations. - Increase knowledge and confidence in service handling of our...

  • Customer Service Consultant

    1 week ago

    Singapore ASSET STRATEGIST ALLIANCE LLP Full time

    We are a fast growing organization and we are looking for a Customer Relationship Consultant to help our customer service initiatives. If you are looking for a part-time job you can contact us. Flexible timing - Able to work independently - Can work from home - Nice work environment - Training will be provided Not Specified