Customer Service Executive

Job description

As a Customer Service Executive, you will be an important point of contact for our customers, helping to deliver a positive and seamless customer experience. You will handle customer enquiries across different communication channels, provide accurate information, resolve issues and complaints, and ensure customer requests are followed through in a timely manner. You will also have opportunities to recommend relevant products and services based on customers' needs.

Strong customer service and phone-handling skills You will need to understand customer needs and recommend appropriate solutions. You will need to work on the role as a customer service executive and work collaboratively within a team. A good command of spoken and written English. What you'll do Work from the office as part of our hub-based customer service team. Handle daily incoming and outgoing customer calls and emails in a professional and timely manner.

Respond to customer enquiries, provide accurate information, and assist in resolving customer issues and complaints. Perform customer identity verification and follow up on required documentation in accordance with established verification, security, and data-handling procedures. Maintain accurate records of customer interactions, enquiries, complaints, feedback, and actions taken. Follow up on customer requests to ensure appropriate actions have been completed.

Share customer feedback, comments, and insights with management to support improvements to our products and services. Identify opportunities to recommend and promote relevant products and services based on customer needs. Support new product testing, implementation, and launches. Leverage AI-powered tools and digital solutions to enhance productivity, improve customer interactions, and support efficient case management and problem resolution.

Meet assigned service standards, KPIs, and performance targets. Collaborate with team members and other stakeholders to deliver positive customer experience.

Qualifications

Diploma, Advanced/Higher/Graduate Diploma in Business Studies, Business Administration, Management, Marketing, Commerce, Economics, Information Technology, or an equivalent qualification. Able to adopt AI-powered tools and new technologies to enhance productivity, customer experience, and continuous improvement. Proficient in Microsoft Office applications, particularly Word, Excel, and Outlook. Minimum of 2 years of relevant customer services or related working experience.