Customer Service Executive
Job Summary
We are seeking a customer-focused Customer Service Executive to handle walk-in, phone, email, and live chat inquiries. The ideal candidate will provide effective solutions, manage service portals, and ensure high customer satisfaction. Candidates with a background in order processing and retail service are preferred.
Responsibilities
- Handle customer inquiries via walk-in, phone, email, and live chat
- Identify cross-sell opportunities and ensure customer satisfaction
- Provide regular reports and handle ad-hoc duties as assigned
Required Skills
- Fluent in English
- 2+ years of customer service experience
- Strong negotiation and conflict resolution skills
Job Details
Job Description:
- Provide customer service to walk-in customers
- Attend to telephone, email, and live chat inquiries in an effective and efficient manner
- Ability to understand customers' needs and provide appropriate solutions and attention
- Access to various service portals to retrieve the required information
- Escalate unresolved issues to higher levels
- Identify direct or cross-sell opportunities during customer interaction
- Consistently deliver excellent quality service to our customers to achieve total customer satisfaction
- Solicit customers' feedback and identify problem trends for improvement actions
- Provides regular reports to Reporting Manager
- Other ad-hoc duties assigned by Reporting Manager
Job Requirements:
- Able to converse in English fluently
- At least 2 years of customer service-related experience
- Experience in customer service or retail service in the Telecommunication related industry. (Preferably, not a must)
- A calm temperament and excellent negotiation and conflict resolution skills
- Ability to work independently and be an excellent team player
- Be willing to work on shift (5 days work week, 2 days of rest)
- Require to work on weekends/public holidays as per schedule
- Work hours will be day shifts, latest shift ending at 10pm and there will be no overnight shifts