Customer Service Agent

The Offer

Opportunity within a company with strong regional presence

Fast and dynamic work environment

Ample learning opportunities that will develop your career

The Employer
Our client is an established outsourcing company that aims to deliver top-notch branded experience for their customers. The company covers multiple areas from customer support and telemarketing to internal business services.

The Job

You will be responsible for :

Primarily handling escalations related, manager callbacks and service recovery cases via emails

Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc

Updating case details appropriately, i.e. Gdocx, Salesforce and etc

Communicating effectively and accurately with users & stakeholders

Assisting Team Leader to monitor real time performance and initiating appropriate actions

Meeting Key Performance Indicators such as average handling time, FCR rate, email/chat response rate, customer satisfaction score and etc

Communicating effectively with team members

Taking on ad-hoc projects/assignments

Undertaking any other duties as-and-when assigned by Management.

The Profile

Prior experience in a Customer Service role will be an added advantage. Fresh Graduates are welcomed!

Prior experience within Community Management, would be a strong advantage.

You possess excellent interpersonal as well as written and verbal communication skills.

You are a strong team player who can manage multiple stakeholders

You pay strong attention to detail and deliver work that is of a high standard

You are a strong networker & relationship builder

Ref :27201711