Client Service Officer - Contract

Responsibilities

• Provide quality support for incoming enquiries via calls, email, live chat and walk-in (occasional)

• This position and the role to start would be to assist customers via Calls

• Support customer queries from other channels – In-person, Email, Live Chat etc.

• Manage escalations, complaints and feedback received

• Take ownership of client issues and follow through to resolution

• Participate in process improvement sessions and support delivery of client experience initiatives

• Make recommendations to improve or streamline current change practices to improve the customer experience, team productivity or operational efficiency

• Other ad hoc and general duties, and projects  

• Meet the defined KPIs parameters consistently

• Adhere to professional standards of behavior & conduct in dealing with customers & fellow staff

Requirements

• Minimum 2 years of working experience in a Call Centre or service related role

• Candidates with relevant work experience will also be considered

• Excellent written and communication skills

• Resourceful and quick in solving problems

• Strong service mindset and good negotiation skills

• Night shift and working on public holidays(certain) required on rotational basis. Time off will be given to start work later the following day if scheduled for night desk duty.

• Proficient in Microsoft Word, Excel, PowerPoint, computer and smartphone applications/navigations

• Immediate starters preferred