Customer Service Executive
Job Summary
We are seeking a dedicated Customer Service Executive to ensure a positive customer experience through effective communication and problem-solving. The role involves managing customer inquiries, maintaining accurate records in CRM software, and providing data-driven insights. You will also collaborate with internal teams to resolve issues and improve overall service quality.
Responsibilities
- Handle customer inquiries via phone and email
- Resolve feedback and complaints effectively
- Maintain CRM records and interactions
- Prepare daily, monthly, and yearly reports
- Collaborate with internal teams for service improvement
Required Skills
- Diploma holder or equivalent qualification
- 2+ years experience in customer service
- Proficiency in CRM software
- Strong problem-solving and multitasking skills
- Availability for rotational shifts and weekend duties
Job Details
KEY ROLES & RESPONSIBILITIES
- Handle incoming customer inquiries promptly and accurately via phone and email.
- Assist customers with feedback and concerns to ensure timely resolutions and achieve high levels of customer satisfaction.
- Maintain professionalism and empathy when addressing customer concerns and complaints.
- Collaborate with internal stakeholders, such as operations and sales teams, to ensure prompt resolution of customer queries and feedback.
- Record detailed information of customer interactions, transactions, comments, and complaints using CRM software.
- Identify opportunities for process improvements to enhance overall customer satisfaction.
- Follow company policies and procedures to ensure consistent service delivery and adherence to quality standards.
- Provide feedback to management on customer trends, issues, and suggestions for improvement.
- Prepare and submit reports on a daily, monthly, and yearly basis.
- Perform any other ad-hoc duties assigned.
KEY SKILLS, COMPETENCIES & BEHAVIOURS
- Possess a Diploma in any discipline or equivalent qualifications
- At least 2 years of demonstrated experience preferably in a call centre or customer service role
- Excellent problem-solving abilities and a proactive approach to addressing customer needs.
- Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.
- Experience in using any CRM software and other customer service tools would be advantageous.
- Positive attitude and willingness to learn and adapt to changing business requirements.
- Able to commit to rotational mid shift (11.30am to 8pm) and weekend/PH duties (8am to 2pm)