Key Responsibilities

• Strengthen customer service capabilities by developing & enforcing Customer Service standards
• Maintain a comprehensive knowledge of our products, services, and promotions to effectively assist customers and provide accurate information.
• Identify and escalate complex or unresolved customer issues to the appropriate department for further assistance and resolution.
• Keep detailed and accurate records of customer interactions, transactions, and inquiries in our customer relationship management (CRM) system.
• Collaborate with cross-functional teams to ensure a seamless customer experience, working closely with sales, technical support, and other departments as needed.
• Continuously strive for personal and team improvement by actively participating in training sessions and keeping up-to-date with product knowledge and industry trends.
• Effective floor and queue management using provided tools & systems
• Resolve escalated and complex customer issues on-time.
• Build customer relations by interacting with customers on telephone, email or letter
• Implement and practice the principles of Quality Management System in daily job activities.
• Deliver regular reports on the company’s performance on customer satisfaction.
• Collection and documentation of all customer feedback obtained through interactions.
• Reviewing team performance regularly against set customer satisfaction goals.

Qualifications

• Must have a bachelor’s Degree in Business-related field from a recognized University.
• Must have a minimum of 5 years’ experience in a similar role in a fast-paced environment, preferably in the Tech sector.
• A professional course in Customer service will be an added advantage.
• Excellent verbal and written communication skills with a professional and friendly demeanor.
• Comfortable working in GMT-5 hours.
• Strong problem-solving and decision-making abilities, with a focus on finding solutions and providing exceptional customer experiences.
• Strong interpersonal skills & Leadership Skills.
• Time management skills.
• Ability to multitask and prioritize effectively in a dynamic and demanding work environment.
• Proficiency in using customer service software, CRM systems, and Microsoft Office Suite.
• Availability to work flexible hours, including evenings, weekends, and holidays as neede