Customer Experience Specialist - Phone & Live Chat

PERSOL SINGAPORE PTE. LTD.; Singapore; On-site; SGD 31,000 - 45,000; Full time

Benefits offered by this job

Completion bonus

Job summary

PERSOL SINGAPORE PTE. LTD. is seeking a dedicated Contact Centre professional based near Eunos to handle phone and live chat inquiries from policyholders and financial representatives, ensuring accessibility and high service levels.

You will resolve issues at first contact, update CRM records, and follow up promptly while collaborating with the team in a dynamic environment.

Qualifications

• Diploma/degree holder qualifications with relevant experience preferred.
• Comfortable talking to customers from all walks of life.
• Comfortable chatting through typing via live chat system with financial representatives.
• Good interpersonal and communication skills.
• Possess a cheerful disposition.
• A team player who works well in a dynamic environment.

Responsibilities

• Attend to enquiries and requests from phone calls/live chats in a professional, efficient, accurate and prompt manner
• Resolve customers’ / financial representatives’ complaints and problems at first touchpoint resolution with good closure
• Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system
• Ensure effective and timely follow-up as promised to customers / financial representatives
• Assess appeals and put up recommendation to Managers/Head/HOD
• Perform additional or overtime duties during operational exigencies when required
• Assist with ad-hoc initiatives/projects when delegated by management

Skills

Customer communication

Live chat typing

Interpersonal skills

Cheerful disposition

Team player

Education

Diploma/degree holder

Job description

Location: Eunos (5 mins walk from MRT)

Working Hours:Mon to Fri, 9am to 6pm

Salary:Between $2800 - $4000 (Depending on experiences) +Completion Bonus

Job Purpose
You will be part of the team in delivering service excellence and customer satisfaction in the Contact Centre. He/She will attend tophone enquiries from our policyholders and financial representatives and live chats from our financial representatives,effectively maintaining our Contact Centre’s high level of accessibility.

The Job

• Attend to enquiries and requests from phone calls/live chats in a professional, efficient, accurate and prompt manner

• Resolve customers’ / financial representatives’ complaints and problems at first touchpoint
  resolution with good closure

• Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system

• Ensure effective and timely follow-up as promised to customers / financial representatives

• Assess appeals and put up recommendation to Managers/Head/HOD

• Perform additional or overtime duties during operational exigencies when required

• Assist with ad-hoc initiatives/projects when delegated by management
  

Our Requirements

• Diploma/degree holder qualifications with relevant experience will be preferred

• Comfortable talking to customers from all walks of life

• Comfortable chatting through typing via live chat system with financial representatives

• Good interpersonal and communication skills

• Possess a cheerful disposition

• A team player who works well in a dynamic environment
  

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EA Reg. ID: R25157446 (Katherine Carlen)

PERSOL Singapore Pte Ltd • RCB No. 200007268E • EA License No: 01C4394