Basic Function Responsible for providing exceptional service to Customer both internally and externally. Provide front-line support to customers. Identify and report faults as required. Handle customer (internal or external) enquiries regarding products and services via phone and email. This is a target driven role where departmental and individual targets must be met. Major Job Accountabilities Area of responsibility – overview · Deliver a high level of professional customer service to both internal and external customers · Meet required Service Level Agreements (SLA’s) and Achievement Incentive Measures (AIM’s) · Respond efficiently and effectively to all inbound customer communication via phone or email · Provide flawless execution of all customer requirements (e.g. accurate collection of data and entry into databases including creation/amendment of new accounts, booking/amending conference calls, sending confirmation emails, etc.) · Provide education to clients on InterCall product portfolio or refer to appropriate department · Adhere to all departmental processes and procedures · Report to and assist management in targeting ‘at risk’ client accounts in order to remain the supplier of choice · Display a high level of initiative in all aspects of the role · Maintain a positive “can do” attitude and be a team player · Take all reasonable steps to resolve enquiries on the first transaction · Take ownership of issues and see them through to completion · Identify opportunities and recommend value added products and features to customers Related Duties as Assigned – The job description documents the general nature and level of work but is not intended to be a comprehensive list of all activities, duties, and responsibilities required of job incumbents. Consequently, job incumbents may be asked to perform other duties as required. Also note, that reasonable accommodations may be made to enable individuals with disabilities to perform the functions outlined above. Please contact your local Employee Relations representative to request a review of any such accommodations. KNOWLEDGE, SKILLS, AND ABILITIES Incumbents will be expected to master the following knowledge, skills, and abilities to successfully perform this job. Excellent verbal and written communication skills to liaise with customers (English and Mandarin is compulsory and Cantonese is preferred ) Passion and motivation for exceptional customer service Professional phone manner Ability to work effectively and remain calm under pressure Team player Microsoft office skills and experience working with databases Strong attention to detail and accuracy Willingness to learn & develop Strong organisational and time management skills Excellent interpersonal skills Ability to multi-task Flexible/adaptable approach Strong analytical skills and the ability to solve complex problems Ability to diffuse customer complaints and turn irate customers into advocates Qualifications MINIMUM QUALIFICATIONS Applicants for this job will be expected to meet the following minimum qualifications. Experience Minimum of one year of customer service experience · Business to Business experience (preferred) Other · Flexibility is required to meet customer requirements. Able to work on weekdays, weekends and night shifted (rotated), inclusive of Public Holidays.

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