Job Description

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)