Customer Support Executive

Position Overview:

This role caters to outbound and inbound calls from our esteemed customers and clients. The customer service executives are the first point of contact and will be the face of the company. This role ensures that the queries are resolved in a timely manner to minimize customer dissatisfaction.

Efficient Customer support:

To ensure customers receive excellent and consistent customer service.

Ensure service standards and agreements are met and exceeded.

Execute all customer facing transactions in line with customer strategy resulting in higher satisfaction and timely delivery of services.

Meeting the SLAs

To ensure that the agreed Service Level Agreements are always met, under all circumstances which will further strengthen customer loyalty and return.

Complaint Resolution

Diffuse situations with dissatisfied customers by appeasing them in the most professional manner.

Resolve product or service problems by clarifying the customers complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem, expediting correction or adjustment, and following up to ensure resolution.

Manage and address customer complaints and other ongoing and pending issues and escalate issue to appointed point- of contact / senior staff whenever necessary.

Job Requirements / Desired skillset:

• 3-5 years of experience in a customer centric role in an international BPO or call centre.
• Strong team management negotiation and problem-solving skills
• Excellent organizational skills with attention to detail.
• Excellent communication skills both verbal and written in English .
• Must be a strong team player, highly motivated and able to work under pressure during peak periods.
• Ability to review grant and contract documents for terms and conditions.