Customer Service Officer (Webchat/Shift)

Customer Service Officer (Webchat/Shift)

JJ Consulting Services
Singapore
1 - 4 Years
Not Specified

Job Description


Job Description :
Our Client is an established company in Singapore, who is seeking to recruit Customer Care Officers (Call Centre).
Location: Serangoon North
JOB RESPONSIBILITIES

  • Provide a consistent and appropriate voice for the company through digital support channels in a timely manner.
  • Communicate politely and timely with customers on their enquiries, requests and/or complaints via the digital support channels and convert each engagement into a positive customer experience.
  • Address all applicable engagements at first point of contact to avoid repetitive returned enquiries from both traditional and digital channels.
  • Provide effective service recovery in addressing customers needs by ensuring compliance to service recovery procedures and minimizing overhead/costs through corrective actions.
  • Provide appropriate assistance and solution to customers on products and services according to their need and requirement.
  • Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow-up, or process-order.
  • Coordinate with the relevant stakeholders to investigate and respond to customers in a timely manner. Develop strong relationships with all stakeholders to ensure the appropriate delivery and communication of process improvement.
  • Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
  • Keep abreast of developments and changes in products, services, policies and procedures by reading pertinent journals, attending briefing/meetings and courses.
  • Maintain security of customers account information by adhering to the Privacy Act.
  • Identify and interpret digital trends and propose the appropriate actions to increase the level of engagement from customers.
  • Participate in a variety of projects as requested, including explorations of system or process improvements.

REQUIREMENTS
  • Minimum Diploma in any discipline (Taken in English)
  • 1 year customer service experience (Good to have - Telecommunications background, Experience in web chat, messaging, email, social medium in a call center environment would be an advantage.)

JJ Consulting Services EA Licence No.: 12C6207
We thank all applicants in advance and regret that only short listed candidates will be notified.
Job Types: Full-time, Contract
Experience:
  • customer service: 1 year (Preferred)

Education:
  • Local Polytechnic Diploma (Required)

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