Customer Service Associate - Call Centre

Role & responsibilities

In this role, your primary responsibility will be providing exceptional customer service to customers who reach out to the company through various channels, including phone, email and chat. You will be expected to resolve customer inquiries, complaints, and issues in a timely and professional manner while maintaining a positive and empathetic attitude. Your ultimate goal is to ensure customer satisfaction and promote customer loyalty to the company Your key duties and responsibilities may include:

1. Responding to incoming customer inquiries, complaints, and issues through various communication channels, including phone, email and chat.
2. Providing excellent customer service by answering customer questions, resolving issues, and addressing concerns promptly and professionally.
3. Identifying and escalating complex issues to senior customer service representatives or managers when necessary.
4. Maintaining accurate records of customer interactions, including inquiries, complaints, and resolutions.
5. Demonstrating empathy and understanding while communicating with customers, and use active listening to ensure that their needs are fully understood.
6. Providing product and service information to customers as needed.
7. Handling customer complaints in a calm and professional manner.
8. Following up with customers to ensure that their issues have been fully resolved and that they are satisfied with the service provided.
9. Stay up-to-date with company policies, procedures, and products to provide accurate and timely information to customers.
10. Meeting and exceeding customer service performance metrics, such as response time, call quality, and customer satisfaction ratings

To be successful in this role, you should possess:
1. Minimum HSSC pass, college education or a degree is preferred.
2. Excellent communication, both written and verbal.
3. Strong problem-solving skills and the ability to think critically.
4. Ability to multitask and manage time effectively.
5. Computer skills and familiarity with customer service software and databases.
6. Flexibility to work various shifts, including nights, weekends, and holidays.
7. Previous customer service experience in a call center environment is preferred.

Overall, the role of Customer Service Associate - Call Centre is providing excellent customer service and will be able to handle customer inquiries, complaints, and issues in a professional and courteous manner. Ensuring customer satisfaction and maintaining positive relationships with clients and customers of the company.