Customer Experience Advisors (Call Centre)

Customer Experience Advisors (Call Centre)· Ability to handle different channels of inbound customer inquiries and provide accurate and timely assistance via phone, email, or chatbot, or new technologies that will evolve with time. Strive to exceed customer expectations by delivering a positive and personalized experience.· Ability to handle different and diverse customer behaviors and profiles across different 8 countries and regions (for English & Chinese support)· Ability to evolve with the Customer Service Operating Model which will integrate into an overall customer service hub (Global business service) and scale with the business as the business expands into new region (e.g, UK)· Identify and troubleshoot customer issues, resolving them efficiently and effectively (L1 & L2 cases). Escalate complex cases (L3) to relevant departments when necessary, ensuring prompt resolution.· Ability to act as advisor to resolve queries and issues in an aggressive SLA model for the partners/vendors, corporate clients, and consumers.· Ensure high levels of customer satisfaction by actively listening to customer concerns, demonstrating empathy, and taking ownership of issues until resolution.· Analyze customer problems and provide creative and practical solutions to meet their needs.· Adhere to established quality standards and processes to maintain consistency in service delivery and ensure customer satisfaction.· Recommending value added product/service by cross-selling and upselling (without deal closure).Product Knowledge:· Demonstrate a comprehensive understanding of the Intl BU's products and services.· Able to understand and adopt new technologies utilized in the Customer Service industry (eg, ChatBots, email bots)Documentation:· Record accurate and detailed customer interactions and information in the CRM for future reference and analysis.· Actively participate in training sessions and team meetings to enhance product knowledge, customer service skills, and call handling techniques.· Collaborate with team members and other departments to share knowledge, best practices, and feedback, fostering a supportive and cohesive work environment.Requirement:· Minimum Diploma in Business or equivalent· 2 years of experiences in Call Center Environment, preferably in Logistics Industry· Good interpersonal skills with strong written and verbal communication· Able to empathize with customers to provide solutions to effectively manage and resolve complaints.· Energetic, customer-centric orientated and possess a positive mindset.
Registration No.
199201623M
Your application will include the following questions:
What's your expected monthly basic salary?
How many years' experience do you have as a Customer Experience Adviser?
How would you rate your English language skills?
Are you willing to undergo a pre-employment background check?
How much notice are you required to give your current employer?
Are you available to work public holidays?
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