Roles and Responsibilities

· Handle enquiries and provide positive omni-channel experience to public via call, email, chat bots and any social media messaging platform.

· Communicate with customers through various channels professionally and meet the required service level agreements.

· Provide accurate, personalised and anticipatory service with complete resolution.

· Take necessary action to provide first contact resolution within the required response time.

· Ensure customers issues are resolved, follow up with customers via call and email where necessary

· Log all details of engagements with customers in the CRM and track these cases till closure .

· Work as a team to ensure that the contact centre service level is met

· Handle any other administrative functions as assigned by Team Leads / Manager

· To attend briefings/trainings conducted by Team lead / clients or Managers

Requirements

· Have obtained a diploma, with good command of language, or NITEC/Higher NITEC qualification with prior experience in customer service.

· Candidate with prior experience in customer service preferred

· Good command of English (written and spoken)

· Highly disciplined and meticulous

· Analytical with good problem-solving skills

· Organised, Self-motivated, Positive attitude and Result-oriented

· IT savvy with good working knowledge of Microsoft Office

· Strong phone and verbal communication skills along with active listening.

· Empathetic and customer-oriented, with a passion for service excellence

· Ability to multitask