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Job Description
- Manage incoming calls and emails, handling customer queries, and answering policy questions.
- Conduct collections procedures as needed via different channels, e.g. conducting outbound calls.
- Resolve issues by determining the cause of the problem; selecting and explaining the best solution to solve the problem.
- Implement corrections or adjustments by taking the correct system actions.
- Provide accurate, valid, and complete information using the right methods/tools.
- Handle complaints by providing appropriate solutions and alternatives with follow-ups to ensure resolution.
- Conduct callbacks for queries/complaints that were not resolved on the queue.
- Build sustainable relationships of trust through open and interactive communication.
- Identify and assess customers' needs through active listening to achieve satisfaction.
- Follow communication procedures, guidelines, and policies.
Job Requirements
- Fluency in English is a MUST.
- Graduates only can apply.
- Prior experience in an English-Speaking customer support role of at least 1.5 years is preferable.
- Strong handling skills and active listening.
- Positive, empathetic attitude with persuasive speaking skills.
- On-site module.