Customer Service Executive

We are seeking a dedicated Customer Service Executive to join our team. The individual will be instrumental in ensuring a positive customer experience through effective communication and problem-solving, while also tabulating data and reports to provide valuable insights that support business strategies and initiatives.

KEY ROLES & RESPONSIBILITIES

• Handle incoming customer inquiries promptly and accurately via phone and email.
• Assist customers with feedback and concerns to ensure timely resolutions and achieve high levels of customer satisfaction.
• Maintain professionalism and empathy when addressing customer concerns and complaints.
• Collaborate with internal stakeholders, such as operations and sales teams, to ensure prompt resolution of customer queries and feedback.
• Record detailed information of customer interactions, transactions, comments, and complaints using CRM software.
• Identify opportunities for process improvements to enhance overall customer satisfaction.
• Follow company policies and procedures to ensure consistent service delivery and adherence to quality standards.
• Provide feedback to management on customer trends, issues, and suggestions for improvement.
• Prepare and submit reports on a daily, monthly, and yearly basis.
• Perform any other ad-hoc duties assigned.

KEY SKILLS, COMPETENCIES & BEHAVIOURS

• Possess a Diploma in any discipline or equivalent qualifications
• At least 2 years of demonstrated experience preferably in a call centre or customer service role
• Excellent problem-solving abilities and a proactive approach to addressing customer needs.
• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
• Experience in using any CRM software and other customer service tools would be advantageous.
• Positive attitude and willingness to learn and adapt to changing business requirements.
• Able to commit to rotational mid shift (11.30am to 8pm) and weekend/PH duties (8am to 2pm)