Customer Service - Call Centre

Working hours and Working days :
(Mon- Sun, Earliest Shift starts at 7am, latest shift ends at 12am)
• Identify and handle customer inquiries via calls, email & chat completely, effectively and accurately to the satisfaction of customers
• Educate customers about the organization's products and services and direct them toward available resources for self-help
• Maximize opportunities to up sell or cross-sell company products and services in accordance to guidelines given
• Handle all assigned responsibilities and duties on a timely manner and achieve predetermined individual as well as team targets based on goals, KPI and incentive programs while adhering to qualifying criteria
• Execute all ad-hoc and marketing call-back campaigns accurately, timely and professionally
• Ensure that all actions taken to handle a customer’s enquiry / problem / complaint are in compliance with the company standard operating procedures & policies, and to escalate the matter to the relevant higher authorities in the event of exceptions
• Keep abreast with all the latest information on the company products, services, marketing plans, procedures as well as any changes in policies and standard procedures, and communicate such information accurately to our customers
• Provide feedback and constantly review your overall and teams performance for improving deliverables to ensure elevated customer service experience. Be proactive and liaise within the units in Customer Care on any related issues that can help improve on service, procedures or working environment of the department