Assist Line Manager in maintaining and delivering exceptionally high standard of customer service to prospects and existing clients.
Provide support on pre-sales (promotions, products and services) through various customer touch-points (calls, emails, website, chat box, surveys and walk-in) on a daily basis, ensuring that enquiries are acknowledged within 24 hours or the next working day. Enquiries would include correspondences with prospects and clients from local, overseas and regional offices.
Manage post-sales service-related matters for existing clients received from various touch-points (calls, emails, website, chat box and walk-in) and from local, overseas and regional offices, ensuring enquiries are acknowledged within 24 hours or the next working day. These include difficult post-sales follow-ups, resolving/closure of pending contract statuses and queries on transplant related matters.
Resolve customer’s feedback/complaint, received from various channels (calls, emails, social media platforms) through excellent service recovery while promoting customer satisfaction and client retention.
Instill customer loyalty and retention through outbound service calls while minimizing termination rates through retention strategies and programs for existing clients.
Provide support on all other correspondences that are related, but not limited to, investor relations, partners, external vendor/suppliers and human-resource related by screening of calls/emails before handing over to the respective personnel/department.
Provide ad-hoc support and assistance to trouble-shoot systems and data correction related matters by performing in-house verifications/checks and contacting clients to verify (if required).
Requirements:
Diploma with minimum 1year Customer Service / Telemarketing experience
Passion for service and possess excellent communication skills and telephone etiquette
Candidate with email writing skills will be an added advantage
Able to work independently under minimal supervision, meticulous and organized
Team player with a positive attitude and great interpersonal skills
Proficient in computer skills; Microsoft Office
Candidates with more experience will be considered for a Senior role