Customer support officer (1 year Contract)

Job Description

Roles:

1. Answering customer inquiries through various channels like emails, live chats, and social media based on SLA.
2. Addressing customer queries in a face-to-face setting in our service centre.
3. Providing accurate and timely information about the company's products or services based on the defined set of QnA.
4. Resolving customer issues efficiently and in a friendly manner.
5. De-escalating/escalating situations and handling frustrated or upset customers with empathy and proactive follow-up.
6. Raising issue tickets via internal system to IS, Network team relating to customer issues and closing the loop with the customers by providing updates and solutions.

Qualifications

Qualities and Skills:

1. Previous experience working in a customer-facing role/contact centre/telemarketing.
2. Proficiency in using a computer, ability to quickly learn how to use different software.
3. Process-oriented and customer-oriented mindset.
4. Highly proficient in both written and verbal English to communicate effectively with our consumers.

Other Information:

1. Report to an eight-member management team.
2. Working time: 9:00am to 6:00pm, Monday to Friday (There will be periods when the role will require weekend work. For that, the employee will get either a day off replacement during the weekday or OT pay).