To take incoming telephone enquiries, problems, or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer’s concern.
Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call.
To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors).
To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.