Customer Service Advisor

Summary

The Customer Service Advisor (CSA) plays a key role in delivering exceptional customer service through voice and digital channels. Working closely with the Operations Team, the CSA develops and implements enquiry handling protocols with a high level of customer service delivery. The CSA handles inbound enquiries via telephone, live chat, what's App and online platforms—including chatbot escalations—ensuring timely and effective responses. All channels' enquiries are to be addressed on the same or next working day (in the case of weekends and public holidays).

Essential Duties & Responsibilities:

• Respond promptly to all customer enquiries received via all channels (phone, live chat, WhatsApp, chatbot escalations, and email) in accordance with company guidelines.
• Promote and explain the company's self-storage products and services to prospective customers to drive conversions, explaining product features, pricing, and other relevant details.
• Address questions, provide information about products or services, and offer solutions to customer issues.
• Set up appointments for potential leads to visit facility based on customer interest and availability.
• Route enquiries or escalate cases to relevant departments as necessary.
• Monitor and assist chatbot interactions, taking over conversations when human intervention is needed. Investigate and resolve Chatbot drop off enquiries and any related matters.
• Ensure all dropped calls or voicemails and missed chats are responded to within 24 hours or less, or the next working day.
• Record details of customer interactions, including issues, solutions, and follow-up actions.
• Participate actively in the development, implementation, ongoing management and continuous improvement of Contact Centre operations.
• Manage backend administrative functions of Zoom Phone application and updates to the chatbot knowledge base and OneVoice application.
• Coordinate activities with other internal departments to meet customer/business needs.
• Recommend process and system improvements to enhance customer experience.
• Record and update voice greetings, holiday messages, and auto-replies across communication platforms.
• Willingness to act as a roaming backup Customer Service Executive as needed to support operational requirements (Training will be provided)

Language and Communication Skills:

• Effective verbal and written communication, with strong verbal communication and persuasive sales techniques.
• Professional writing skills for chat and email correspondence.
• Active listening, and the ability to explain complex information clearly.
• Empathy, patience, and the ability to build rapport with customers.
• Capable of handling difficult conversations empathetically and with poise.
• Ability to communicate effectively with team members.
• Ability to analyse call/chat metrics and customer trends.
• Familiarity with chatbot management is a plus.

Competencies:

• Commercially minded in the context of customer service delivery, with a balance between efficiency and empathy.
• Computer literate, proficiency in using relevant software, databases, and communication tools. Tech-savvy with the ability to adapt to new digital platforms, CRM tools, and AI systems.
• Service-focused with a commitment to delivering excellent customer experiences. A strong customer focus is essential, demonstrated through empathy, patience, and a willingness to go the extra mile to resolve issues.
• Collaborative team player with a strong sense of accountability. Collaborating with colleagues to achieve call centre goals and resolve complex issues is often necessary.
• Self-motivated and proactive in suggesting improvements.