Company and Team Background

Our reputable client is currently seeking a highly motivated and customer-oriented individual to join their team as a Customer Service Representative in the call center. The qualified talent with more experience will be offered with a senior position. As a Customer Service Representative, you will be responsible for providing exceptional service to our customers, addressing their inquiries, resolving issues, and ensuring their overall satisfaction. The ideal candidate should possess excellent communication skills, a strong customer service mindset, and the ability to thrive in a fast-paced environment.

Job Descriptions:

• Handle inbound and outbound customer calls professionally and efficiently, adhering to established scripts and procedures.
• Provide accurate and timely information to customers by actively listening and understanding their needs and concerns.
• Address customer inquiries, resolve complaints, and provide appropriate solutions in a courteous and empathetic manner.
• Maintain a high level of product knowledge to effectively assist customers and offer relevant recommendations or alternatives.
• Document customer interactions, including the details of inquiries, complaints, or comments, accurately and thoroughly in the customer relationship management (CRM) system.
• Collaborate with other team members and departments to ensure quick and effective resolution of customer issues.
• Escalate complex or unresolved customer issues to the appropriate individuals or departments for further investigation and resolution.
• Meet or exceed individual and team performance targets, including quality of service, productivity, and customer satisfaction metrics.
• Keep up-to-date with changes in company policies, products, and services to provide accurate information to customers.
• Continuously improve personal and professional skills through ongoing training and development opportunities.

Job Requirements:

• Fresh graduates will also be considered.
• High school diploma or equivalent; a bachelor's degree is a plus.
• Prior proven experience in a customer service role, preferably in banking or insurance industry.
• Excellent verbal and written communication skills, with the ability to articulate information clearly and effectively. Fluency in English or Mandarin will be an ADVANTAGE.
• Strong problem-solving and decision-making skills to provide appropriate and correspondent resolutions .
• Professionalism in addressing clients' concerns and handling challenging interactions with patient demeanor.
• Attention to details and accuracy.
• Ability to work collaboratively in a team-oriented environment.