Call Centre Agent

Trans Eurokars Pte Ltd.; Singapore; On-site; SGD 30,000 - 40,000; Full time

Job summary

A leading automotive service provider in Singapore is seeking a Customer Support Representative to provide phone support for customer enquiries, assist with service appointments, and maintain customer satisfaction. Candidates should have relevant experience in customer service, with a proactive and friendly attitude. This role offers opportunities for innovation in customer service standards.

Qualifications

• 3 years of experience in a relevant customer service industry.
• Proactive and independent with a cheerful outlook.
• Ability to maintain customer satisfaction consistently.

Responsibilities

• Provide phone support for customer enquiries and complaints.
• Handle inbound and outbound calls for service appointments.
• Maintain accurate customer records and follow-up calls.

Skills

Customer service skills

Problem solving

Communication skills

Team player

Education

Diploma/NITEC/GCE in Customer Service

Job description

Provide phone support for customers with their enquiries, requests, and/or complaints and to provide maximum customers’ satisfaction and service excellence.

Duties & Responsibilities

• Handle inbound calls and assist customers to make service appointments via e‑booking system
• Conduct outbound calls and make appointment bookings for customers to visit the service center.
• Communicate politely and timely with customers on their enquiries, requests and/or complaints via phone channels and convert each engagement into a positive customer experience.
• Maintain accurate and timely records of correspondence or discussions with the customers in various systems/databases to assist with future contact/follow‑up or process‑order.
• Be the voice of the customers. Suggest improvements and seek opportunities for innovation in customer service standards, policies and procedures for the company or department.
• Maintain security of customers’ account information by adhering to the Privacy Act.
• Conduct follow‑up calls on no‑show booking customers to fix another appointment booking date.
• Assist in answering all telephone calls within 3 rings in a courteous and pleasant tone and voice with appropriate greeting, salutation where appropriate, announcement of company name and personal name.
• Transfer calls in a professional manner, informing the other party of the transfer and the extension they are being transferred to.
• Do cross‑training and coordinate closely with peers to ensure smooth operation of the centre.
• Liaise with the Customer Service Officer on day‑to‑day duties on opening and closing of job cards, collection of payment and ensuring balance of cash/NETs/Visa collection at the end of the day.
• Perform office administration duties such as filing, sorting of documents, photocopying, and recording.
• Any ad‑hoc tasks assigned by Customer Service Manager.

Job Requirements

• Diploma Holder/NITEC/GCE holders who specialized in Customer Service professional experience.
• Preferably 3 years’ working experience in relevant customer service industry.
• Proactive and independent with cheerful outlook.
• Patient, friendly, smiley, problem solving, able to sell through service, team player and most importantly ‘NEVER SAY NO’ attitude.
• Providing quality service to achieve customer satisfaction by doing things right the first time and every time which indirectly builds customer loyalty.