Executive - Customer Service

Job Summary:

Manage both Inbound & Outbound - Call, Fax and Letter for Front and Back Office services (S'pore / NZ).

The Responsibilities of the Role:

1. Front Office.

2. CSR will render the following service for enquiry via calls & back office:

• Member particular update e.g. address, phone
• Phone-in redemption
• Lost/stolen and faulty card request
• Unsubscribe promotional email / SMS
• Point adjustment and swap card handling
• Change/cancel/recovery of partner point transfer
• Loyalty Program related enquiries and support
• Handle member queries on redemption status, non- received or lost voucher
• Handle "Form Recovery" e.g. incomplete information
• Handle recovery for rejected requests / return mails, which may include standard letter generation, outbound calls
• Capture all relevant caller information accurately and feed it into the CRM and/or specific forms.
• To work on ad hoc tasks assigned by his/her superior provided that it does not go against the company po!icy
• Manual Point adjustment: to verify the request and supporting document and to add or deduct points tolfrom loyalty cards due to various reasons e.g. pooling points, point adjustment on swap card case, reinstating the points because of the system downtime.
• Card Replacement: to transfer discount card holder particulars to replacement card (HK discount cards only).
• Backend Redemption: proceed the redemption request by deducting the points from the system.
• Card Cancellation: to block the discount card per request (HK discount cards only).
• Standard Letters generations: to generate letter for customer communication and these letters are with standard template in the system.
• Credit card and speed pass linkage request: to link the personal credit card nominated by customers to our Smiles program, and such credit card could be also linked to Speedpass.
• Exception handling e.g. transaction error: to resolve all the system generated exception cases that require to be handled by the Call Centre, e.g. incomplete information.
• Destruction of returned mail / collateral / cards as requested by Company.
• Change of customer consent: Customer may agree or refuse to accept marketing material. In any case customer wants to change the consent, call centre will receive written request and agent to change this in system.

Skill Requirements & Key Challenges:

• Must be excellent in written and spoken in English.
• Locals Only.
• Preferably with 1 year contact centre experience.
• Minimum requirement SPM and above.
• Be able to work under pressure, be able to proactively cooperate with the customers in the project work time arrangement.
• Dealing with and being able to communicate and adapt to different people and diverse personalities.
• Ability to multi task and to work around scheduled datelines within a dynamic and challenging environment.

The Package:

• Basic Salary RM2,500.
• Mandarin / Cantonese may earn up to RM3850.
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Working Hours (SG Market):

• Monday to Friday, 9am - 7pm (shift basis, 9 hours per day) with Weekend OFF (PH may require to work based on Operation Requirement).
• Shift: 9am, 9:30am & 10am shift only.

Working Hours (NZ Market):

• Monday to Friday, 4am - 5pm (shift basis, 9 hours per day) with Weekend OFF (PH may require to work based on Operation Requirement).
• Shift: 4am, 5am, 6am, 7am & 8am shift only.

Experience Required :

• Entry Level and must be proficient in English.