全职 Customer service 工作, 薪水 up to SGD 6,100, COLA LEASING North Region (Singapore) 公司招聘中 - Ricebowl

is the support, advice, and assistance a company provides to its users before, during, and after they buy or use a product or service.

Core Functions

Pre-purchase:
Helping customers choose the right product, answering questions, and handling orders. [1, 2]

In-purchase:
Assisting with checkouts, payments, and delivery arrangements. [1]

Post-purchase:
Resolving complaints, troubleshooting technical issues, managing returns, and gathering feedback. [1, 2, 3]

Common Channels

Voice & Phone:
Real-time verbal support via call centers and hotlines. [1, 2]

Digital & Chat:
Live web chat, email, social media messaging, and AI-powered chatbots. [1, 2, 3]

Self-Service:
Knowledge bases, FAQ pages, and automated interactive voice response (IVR) systems. [1, 2]

Key Success Metrics

CSAT (Customer Satisfaction Score):
Measures how happy a customer is with a specific interaction. [1]

NPS (Net Promoter Score):
Measures long-term brand loyalty and the likelihood of a customer recommending the business. [1, 2]

First-Contact Resolution (FCR):
Tracks how often a support issue is solved during the very first contact. [1]