Senior Customer Service Consultant (Call Centre) / Alexandra - (RL)

Responsibilities

The Primary role for this position is to :- 

• Handle incoming calls on the helpdesk

• Give excellent customer service at all times & provide Tier 1 support to hard customers.

• Assist supervisors to resolve daily operation issues to meet KPI.

CIC Operation & Support (Daily)

• Provide product training for CIC team

• Support in product technical inquiry

• Handling inbound / outbound calls during peak period

• Reply customer emails

• Monitoring online VOC & early sensing for product quality

• Provide assistance to customer’s feedback and complaints Analysis and report

CIC KPI (Weekly & Monthly)

• Service Level

• Answer Speed

• FCR / CER / TER

• Response Satisfaction Rate (E-mail)

Requirements

• Minimum Diploma in Business Administration or its equivalent

• At least 4 years of experience in call centre environment

• Experience in Home Appliances & Electronics products service and repair especially in Television, Washer, fridge & Air Conditioner.

• Excellent communication and interpersonal skills

• Attention to details

• Ability to work independently and effectively

• Customer oriented, conscientious, presentable & a good team player

• Highly proficient in Microsoft Office (Excel, PowerPoint, Word, Outlook)

• A fast learner who is able to work under pressure

• Able to commence work immediately or within short notice period

Working hours : Monday to Friday (8.30 am to 6.15 pm) & Alternate Saturday (8.30 am to 2.00 pm)

Interested parties/candidates, please send your updated resume in MS Word format including the followings

(1) Expected salary 

(2) Reason(S) for leaving

(3) Date of availability

(We regret that only shortlisted candidates will be notified)

Target Recruitment Pte Ltd (MOM License No: 15C7744) 

MOM Regn No: R1112418 (RL)