Senior Customer Relations Officer

5 days ago


Singapur, Singapore FELLOWS CREATIVE STAFF SINGAPORE PTE. LTD. Full time

Company Overview: Join SECOM SG, a leader in security services, and be part of a team dedicated to providing top-notch customer service. We are looking for a Senior Customer Relations Officer to manage customer relations and ensure high levels of customer satisfaction.

Working Hours: Monday to Friday, 8.30 am to 5.30 pm

Job Description:

  • Respond to all incoming calls regarding customer issues, especially termination requests, and turn them into contract renewals.
  • Answer all incoming calls promptly, effectively, and professionally.
  • Document all calls and actions taken into the system, ensuring all updates and amendments are accurate.
  • Ensure all contract renewal submissions are accurate, and supporting documents are uploaded into the system promptly.
  • Follow through and take ownership of all customer queries where possible.
  • Work towards KPI set by the Leader.
  • Work unsupervised while maintaining professionalism.
  • Identify areas for improvement and work closely with internal and external stakeholders to implement new processes.
  • Utilize good incident knowledge in the market to overturn termination requests related to security needs in homes and businesses.
  • Take all practical steps to ensure your own health and safety at work, and the safety of others in the workplace.

Requirements

Requirements:

  • Minimum 5 years of relevant experience within a call center working environment, preferably in banks or telcos.
  • Minimum Diploma with experience in the customer service industry.
  • Proficient in Microsoft Office and able to demonstrate diligence and meticulous traits.
  • Possess customer-centric qualities.
  • Good interpersonal and phone communication skills.
  • Bilingual in English (both written and oral communication) and ability to converse in Mandarin preferred due to high volume of Mandarin-speaking account holders.
  • Able to commence work on short notice.
  • Strong understanding of how the subscriber life cycle works.
  • Passion for learning new skills, products, and technical knowledge.
  • Shows tenacity in finishing tasks, especially in the face of resistance.
  • Strong team player with excellent teamwork capabilities.

Benefits

Salary & Benefits:

  • Salary Range: Basic $3.2-3.5K
  • Annual Leave: 12 days
  • AWS(13th Month Bonus): 1 month
  • Variable Bonus: Depends on company and employee’s performance



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