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Customer Service

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia Career International FOS Sdn Bhd Full time
Job description

DUTIES AND RESPONSIBILITIES:

Position Summary:

Primary Job Functions:

  • Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
  • Build sustainable relationships and engage customers by taking the extra mile
  • Keep the customer's privacy and protect customer information
  • Meet personal/team qualitative and quantitative targets
  • Handle simple to difficult inquiries in a given span of time
  • Manage different types of callers in a given span of time
  • Achieve the given metrics in accordance to the center's commitment to client
  • Manage and resolve customer complaints
  • Identify and escalate issues to supervisors
  • Provide accurate information and excellent customer service
  • Research required information using available resources
  • Research, identify, and resolve customer complaints using applicable resources
  • Process request according to customer's preference on time
  • Route calls to appropriate resources
  • Document all call information according to standard operating procedures
  • Recognize, document, and alert the management team of trends in customer calls
  • Follow up customer calls where necessary
  • Complete call logs and reports
  • Other duties as assigned