Contract- Customer Care Executive (Voice)

Income; Singapore; On-site; SGD 32,000 - 52,000; Full time

Job summary

Income is seeking a customer support specialist to manage voice-based interactions and multi-channel inquiries from customers. You will handle inbound calls, follow up with outbound calls, and respond to emails and live chat with accuracy and empathy.

Develop product knowledge to provide accurate information, resolve complex issues, and maintain high service levels. The role requires clear communication, teamwork, and adherence to company policies while helping customers navigate self-service

Qualifications

• Experience in voice-based customer support or call center roles.
• Ability to manage multi-channel interactions with customers.
• Strong written and spoken communication skills.
• Efficiently resolve customer inquiries with empathy and accuracy.

Responsibilities

• Handle inbound calls promptly and professionally, resolving inquiries and complaints.
• Conduct outbound calls for follow-ups, updates, or surveys as needed.
• Respond to emails and live chat inquiries in a timely and accurate manner.
• Resolve complex or high-value customer interactions with composure.
• Develop product knowledge to provide accurate information and updates.
• Meet KPIs and SLAs through effective time management.
• Communicate clearly, both verbally and in writing, to customers.
• Navigate systems, update records, and create escalation tickets as required.
• Educate customers on self-service options and available channels.
• Comply with policies, regulations, and internal procedures.
• Collaborate with teammates to improve processes and resolve issues.

Skills

Voice-based support

Inbound & outbound calls

Email & Live Chat

Multitasking

Communication skills

Problem resolution

Product knowledge

Time management

Team collaboration

Empathy

CRM software

Job description

Key responsibilities and roles associated with this position:

Customer Interactions

Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on voice-based customer support:

• Inbound Calls (Primary Channel): Handle incoming customer calls promptly and professionally, addressing inquiries, concerns, requests, and complaints while delivering a positive customer experience.
• Outbound Calls: Conduct outbound calls for follow-ups, issue resolution, service updates, information verification, surveys, or other customer service-related activities as required.
• Email and Live Chat (As Required): Manage and respond to customer inquiries received through email and digital channels in a timely, accurate, and professional manner.

1. 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

1. 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.

1. Performance Management

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

1. Strong Communication Skills

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

1. Multi-tasking

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

1. 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.

1. Compliance

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

1. Team Collaboration

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