<img alt="" src="https://rmkcdn.successfactors.com/ef421b43/2092bf3e-3a47-4696-9f09-b.jpg" style="height:160.0px;width:160.0px"> Summary: Serve as the primary point of contact for our customers, delivering high-quality support and service. This role involves handling inbound and outbound communications via phone, email, and chat, addressing customer inquiries, and resolving issues efficiently to expand the customer base, maintain customer retention, and enhance customer experiences. Responsibilities: • Customer Interaction: • Answer inbound calls, respond to emails, and handle chat inquiries promptly and professionally. • Provide accurate information about products, services, and company policies. • Address customer inquiries, complaints, and requests effectively. • Customer Loyalty and Retention: • Make outbound calls to proactively engage with customers, address their concerns, and offer customized solutions to retain their business. • Problem Resolution: • Apply problem-solving skills to customer requests and complaints • Escalate complex problems to higher-level support or management when necessary. • Follow up with customers to ensure issues are resolved satisfactorily. • Documentation and Tracking: • Accurately record and update customer interactions in the CRM system or other tracking tools. • Maintain detailed and accurate records of customer interactions and transactions. Serve as the primary point of contact for our customers, delivering high-quality support and service. This role involves handling inbound and outbound communications via phone, email, and chat, addressing customer inquiries, and resolving issues efficiently to expand the customer base, maintain customer retention, and enhance customer experiences. • Customer Support: • Increase customer base, maintain retention and improve customer experience • Research and expedite customer orders • Provide support and guidance for product-related issues. • Offer solutions and recommendations based on customer needs and preferences. • Adherence to Policies: • Follow company policies, procedures, and guidelines to ensure consistency and quality of service. • Comply with regulatory and compliance requirements relevant to customer interactions. • Performance Metrics: • Meet or exceed performance targets, such as call handling times, customer satisfaction scores, and first-call resolution rates. • Participate in training and development programs to improve skills and knowledge. • Collaboration: • Work closely with team members and other departments to resolve customer issues and improve service delivery. • Share insights and feedback to help enhance customer service processes and policies. • Customer Experience: • Strive to provide a positive and engaging customer experience with every interaction. • Demonstrate empathy, patience, and active listening to understand and address customer needs. Education & Qualifications: • At least (5) Ordinary Level passes, General Proficiency inclusive of Mathematics and English compulsory. • Proficiency in Microsoft Office Suite. • A minimum of 1 – 3 years’ experience in a customer service-related environment will be an asset. • Customer Services/Creating and Keeping Customers Skills & Abilities: <ul> <li>In-depth knowledge of banking indust</li> <li>Ability to work independently and as part of a team.</li> <li>Strong communication skills, both verbal and written.</li> <li>Excellent problem-solving abilities and attention to detail.</li> <li>Ability to handle high contact volumes and manage multiple tasks simultaneously.</li> <li>Proficiency in using computer systems and customer service software.</li> </ul>

Customer Service Representative (CHA, TT) @ ANSA McAL Limited

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