The Customer Service Executive is responsible for providing exceptional customer service and onsite assistance. You must be an expert in online platforms used to conduct digital sales or conversions on a website. Your responsibilities are to achieve goals like improving user experience, increasing website traffic and sales, and developing brand loyalty. You will be versatile in handling multiple software programs, prompt and accurate in your responses to email and phone communications and provide a simple, rapid, competent support experience.
Responsibilities
You will deliver excellent customer service and manage the needs of our customers through our communication channels (phone, email, and chat)
Liaise with both internal and external parties for daily operation to enhance workflow efficiency and work process improvements
Document and classify interactions and issues accurately in the appropriate systems
You will be accountable for meeting individual (KPIs) and team goals
Provide service and solve clients' problems through Call/Chat/Line/mail and other channels.
Expert knowledge in the company's service procedures and standards (pickup, delivery and other services).
Respond to various customer's questions and complaint accurately, concisely, efficiently and friendly.
Provide first-class service to make every high-quality customer satisfied.
Build a professional, efficient, responsible and trustworthy company image for customers with considerate, considerate and efficient service consistently organized
Complete other customer service related tasks arranged by the company.
Customer Service Specialist provide assistance to customers by addressing their inquiries and needs, offering comprehensive information about our products and services.
Inbound call handling/customer service via phone/email
Tracking all inquiry
Handling enrolment
Customer call back and follow-up
Provide clients with a clear understanding of the Company’s products
Continuously strive to develop and maintain customer rapport and satisfaction.
To provide fast and timely solutions to all customer related problems
To be constantly guided by company's service standards
Handle complaint, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
Respond to issues and enquiries promptly through large amount of emails and application live chat
Provide high quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible
Demonstrate empathy while listening to customers and establishing their needs in order to offer relevant products, services and solutions
Provide good customer services and maintain good rapport with customers
Provide highly skilled resources to answer customer enquiries and request predominantly
Responsible for answering, resolving customer issues, and upselling through chat within a growing customer base
Identify and relate with various customer needs and scenarios and provide customers resolution/consultation with cutting-edge solutions in a friendly, confident, and knowledgeable manner
Remain updated in client and industry-led processes, technology applications, utilities, and products
Utilize various client-based tools and applications for customer management and servicing
Transfer customers to appropriate departments when required
Conduct data entry, documentation, and case management
Work and partner with others within a team-based environment