Associate / Senior Associate, Contact Centre Service

JOB PURPOSE

Responsible for professionally handling and providing support resolution on customer enquiries, service requests, and complaints via assigned channels including calls, emails, and live chat within the established Service Level Agreement (SLA). The role demands maintaining professionalism, effectively communicating, and actively promoting organisational products and services to meet scheduled sales targets and enhance revenue generation

KEY ACCOUNTABILITIES

Managing Enquiries Effectively and Efficiently

• Provide effective and efficient support resolution to customer enquiries, service requests, and complaints via assigned channels (call/ email/ live chat) according to SLAs and other key performance metrics, whilst adhering to the quality script and SOP.
• Execute an appropriate average response time, handling time and minimise escalation based on assigned channels.
• Execute escalation for complex issue to the relevant departments / units for resolution.

Conduct follow-up exercise through call/ email to resolve customer issues.

Communication and Support

• Produce clear and concise communication, attending to customer enquiries with patience, verifying understanding to meet customer needs.
• Communicate information effectively, using active listening and empathy to address customer inquiries promptly while maintaining efficiency in call handling.

Record & Maintaining Accurate and Latest Customer Information Record

• Maintain accurate records of customer interactions and transactions using designated ticketing system.
• Maintain confidentiality and security of customer information in accordance with company security policies.

Product Knowledge & Capacity Building

• Participate in training and professional development activities assigned by HOD/ HOU to stay updated on product knowledge, customer service best practices, and system updates.
• Engage in skill building exercise, role-plays, and simulations in handling various customers scenario effectively.
• Complete knowledge assessment and evaluation assigned by Team Leader / HOD/HOU.

Consultative Sales Pitch

• Conduct consultative sales calls as assigned by HOD/HOU to prospective customers, presenting and promoting products or services using scripted talking points and sales strategies.
• Conduct follow-up sales exercise through call/ email (if required). Execute escalation for complex issues to the relevant departments / units for resolution (if required).

EDUCATION QUALIFICATION

• Degree in Business Management, Marketing, Communication or any relevant field preferred.

RELEVANT EXPERIENCE

• 1 - 5 years of experience in customer service, customer experience, or a related role, with a strong focus on improving customer interactions and satisfaction.
• Proficiency in using CRM software, ZohoDesk, Ticketing System experience preferred.
• Excellent communications and interpersonal skills in Bahasa & English.