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Customer Service Specialist

2 weeks ago

Singapore Voyager Worldwide Full time

**Role Purpose**

The Voyager Worldwide Customer Service Specialist, through a high customer focus, adoption of the Voyager technology and collaboration with key internal stakeholders is expected to deliver the highest levels of service that differentiates Voyager Worldwide in the market and customer delight.

**Core Accountabilities**
- Understand, plan for and promote VWW Product & Service portfolio to the assigned customer base
- Interrogate customer data to determine and optimize revenue opportunities and evolve service levels
- Partner field-based Sales Managers to provide coherent and consistent service levels which delight the customer
- Own and manage the customer’s needs ensuring quotations, billing, product-related queries and out-of-hours service calls are executed effectively
- Engage internal/external stakeholders as required to diagnose and resolve customer queries within timelines determined by the VWW Service Level Agreement
- Support quarterly customer business reviews to improve customer communication and connectivity and optimize revenue opportunities
- Ensure that First Call Resolution (FCR), Customer Satisfaction (CSAT) and Net Promoter Scores (NPS) are attained for the assigned customer-base
- Manage customer indexes ensuring they are both comprehensive and reflect the requirements of the customer
- Prepare and submit monthly Customer Management Reports pertaining to market conditions, competitor activity and revenue performance per customer
- Comply with all Company policies and procedures including Anti-trust, Sensitive Trading and Anti-Bribery and Corruption
- Participate in personal development initiatives as determined by the Company

**Qualifications and **Experiences**
- Relevant qualification/experience (minimum two years) in a relevant and/or customer-facing role within a similar sector
- Excellent written and verbal communication skills
- Action & customer-oriented
- Able to work with limited supervision. Adopts a ‘can-do’ approach

Location
Singapore

Department
Customer success - CS

Job Title
Customer Service Specialist

Experience
Customer Service

City
Singapore

Country
Singapore