CUSTOMER SERVICE EXECUTIVE

Job Scope:

We are looking for a customer service executive. In this role, you will be reporting to the Customer Service Manager, managing a team of representatives to act as a liaison, provide product/services information, answer questions, and resolve any emerging problems that our customer accounts might face with accuracy and efficiency.

The duties and responsibilities include managing incoming calls and customer service inquiries, generating sales leads that develop into new customers, and identifying and assessing customer needs to achieve satisfaction.

Key Competencies:

• Interact and communicate with clients for all information needed during pre-implementation stage, implementation stage and post implementation stage.
• Pitch and impact assigned customers in accordance with training provided, standards and policies with a focus on deep level insights, customer success, upsell strategy, and strong relationship management.
• Serve as a trusted consultant with customers to onboard, develop and optimize client’s needs & requirements.
• Providing high quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible.
• Answering WhatsApp and email inquiries in a timely manner.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Keep records of customer interactions, process customer accounts and file documents.
• Work closely with Sales department and Technical Support department to maintain highest customer satisfaction achieved.
• Follow communication procedures, guidelines and policies.
• Able to work independently, self-starter, and take the extra mile to engage customers.
• Generate sales leads, and handle other duties as assigned.

Qualifications, Experience & Knowledge Required:

• Candidate must possess at least SPM/STPM/Diploma.
• Proven customer support experience, or experience as a Client Service Representative.
• Track record of over-achieving quota.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices.
• Customer orientation and ability to adapt/respond to different types of characters.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.