Customer Care Representative

You will be allocated to work from your home using your personal computer and Internet connection either 30, 40, 50 or 60 hours per week according to your aptitude and capabilities; and you will be given workload consistent with the working schedule you will be assigned to.

Job Description

• Provide outstanding customers with the highest level of service as per agreed department SLAs using online chat and help-desk software to improve customer satisfaction via professional & timely problem resolution, domain knowledge, status update, willingness to help, timely call back and turn-around time in accordance with Department SLAs.
• Handle complaints, customer queries, resolve issues within specified timelines.
• Maintain Customers’ database ensuring that customer details and contact information are updated for timely and accurate reference.
• Conduct necessary research and follow with other departments on behalf of the customer before coming up with recommendations.
• Prepare “exception forms” and collect the evidence in the file to support the exception for customers in line with the established policies & procedures for management approval.
• Escalate customer issues and report major problems to Customer Care & CRM Manager via CRM system.
• Provide status update to customers on pending / ongoing cases and ensure continual CRM system update.
• Maintain accurate customer history via “interaction” and “Service request” in accordance to CRM system.
• Provide root cause analysis with recommendations and opportunities. Perform any other tasks relevant to the Division’s activities ,as assigned by the Head of Developer Services.