Contact - Customer Care Executive (Non-Voice)

Income; Singapore; On-site; SGD 36,000 - 48,000; Full time

Job summary

Income is seeking a customer support professional in Singapore to manage email, chat, and phone inquiries with accuracy and empathy. You will stay current on product details and promotions while helping customers navigate self-service options.

The role emphasizes timely responses, accurate data entry, and collaboration with teammates to improve processes and resolve complex issues, ensuring compliance with policies and regulations.

Qualifications

• Excellent written and verbal communication across channels.
• Ability to handle multiple customer requests with accuracy.
• Familiarity with CRM tools and ticketing workflows.

Responsibilities

• Manage customer interactions across email, live chat, and calls.
• Respond promptly and professionally to inquiries and service requests.
• Provide accurate product information and promote self-service options.
• Maintain CSAT and SLA targets through timely responses.
• Document interactions and update customer records in systems.
• Collaborate with peers to improve processes and resolve issues.
• Educate customers on products, updates, and promotions.
• Adhere to company policies and regulatory requirements.
• Escalate complex cases when needed and track outcomes.

Skills

Email communication

CRM proficiency

Multitasking

Written & verbal comms

Problem solving

Team collaboration

Compliance awareness

Tools

CRM software

Ticketing systems

Phone systems

Job description

Key responsibilities and roles associated with this position:

1. Customer Interactions

• Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on email correspondence:
• Email (Primary Channel): Manage and respond to customer inquiries, concerns, and service requests promptly, professionally, and accurately through email.
• Live Chat: Provide timely and effective support to customers through digital messaging channels.
• Inbound Calls (As Required): Handle incoming customer calls to address inquiries, concerns, or issues when operational needs require voice support.
• Outbound Calls (As Required): Conduct outbound calls for follow-ups, service updates, information verification, or issue resolution as needed.

2. Problem Resolution

• Handle complex or high-value customer interactions.
• Ensure that customer enquiries are resolved accurately, effectively and efficiently
• Maintain a positive and empathetic approach in all customer interactions

3. Product / Service Knowledge

• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.

4. Performance Management

• Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.

5. Strong Communication Skills

• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.

6. Multi-tasking

• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries

7. Technical Skills

• Educating customers about products, services, and self-service options so that they are able to find solutions independently when possible.
• Being proficient in the use of contact center systems, including phone systems, customer relationship management (CRM) software, and other tools necessary for the role.

8. Compliance

• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.

9. Team Collaboration

• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.