Contact Centre Agent

Jobscope:

To provide phone support for customers with their enquiries, requests, and/or complaints and to provide maximum customers’ satisfaction and service excellence.

Job Contents:

• To handle inbound calls and assist customers to make service appointment via e-booking system

• Conduct outbound calls and making appointment booking for customers to visit the service center.

• Communicate politely and timely with customers on their enquiries, requests and/or complaints via phone channels and convert each engagement into a positive customer experience.

• Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow -up, or process-order.

• Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.

• Maintain security of customers account information by adhering to the Privacy Act.

• Conducting follow -up call on no -show booking customers to fix another appointment booking date.

• Assist to answer all telephone calls within 3 rings in a courteous and pleasant tone and voice with appropriate greeting, salutation where appropriate, announcement of company name and personal name.

• Transfer the calls in a professional manner where the other party is being informed of the transfer and the extension that they are being transferred to.

• To do cross -training & coordinate closely with peers to ensure smooth operation of the center. To perform upselling through phone.

• Liaise with the Customer Service Officer on day to day duties on opening and closing of job cards, collection of payment and ensuring balance of cash/NETs/Visa collection at the end of the day.

• Perform office administration duties such as filing, sorting of documents, photocopying and recording.

• Any adhoc tasks assigned by Superior.