JOB DESCRIPTION

• Handle incoming calls and maintain high service level when interacting with customers.
• Attend customers' request within agreeable turnaround time in an efficient manner. (15 minutes per call – subject to level of criticality).
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problem.
• Provide accurate and timely solution to customer to ensure impact to customer and company.
• Follow-up promptly with customer to resolve issue either via phone or email.
• Maintains call database by entering information in the system. (Salesforce).
• Work in a team to achieve the required KPI & SLA.
• Interface between internal operation and customer to resolve daily requirement and problem.
• Keep up to date on new enhanced products/services in order to maintain a high level of quality services to customers.
• Build rapport with customers and long term loyalty.

JOB REQUIREMENT