Customer Service Specialist (Tourism, Call Centre, Office Hours)

TDCX Singapore; Singapore; On-site; SGD 30,000 - 45,000; Full time

Job summary

A customer service provider in Singapore seeks candidates for a customer support role. Responsibilities include providing support through various communication channels, ensuring case resolution, and enhancing the customer experience. Candidates must have a diploma, with 2 years of experience preferred, and must demonstrate strong communication and time management skills.

Benefits

Training provided

Monthly KPI incentive

Qualifications

• At least 2 years of relevant working experience in call centre or service industry.
• Motivated to exceed expectations.

Responsibilities

• Provide excellent support experience to customers via communication channels.
• Identify customer's needs, researching issues to provide solutions.
• Ensure first contact resolution and effective follow-up.
• Provide constructive feedback to enhance workflow.
• Deliver the best services to ensure highest customer satisfaction.
• Build sustainable relationships with customers.

Skills

Strong time management skills

Effective communication

Empathy

Good phone etiquette

Ability to write succinctly

Education

Diploma in any field

Job description

Additional Information:

• Training provided (up to 4 weeks)

• Working days: Monday to Friday (Office Hours)

• Training & Working Location: Chai Chee, Bedok (East)

• Incentive: Monthly KPI incentive

Job responsibilities:

• Provide excellent support experience to customers via all relevant communication channels such as phone lines, online feedback forms, email and live chats.

• Identify customer's needs, researching any existing issue to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.

• Ensure first contact resolution and effective follow-up with service partners and internal departments to ensure case closure in accordance to our service standards.

• Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.

• Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures

• Build sustainable relationships and engage customers by taking the extra mile

• Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System.

Who are we looking for?

• Candidate must possess at least a Diploma in any field.

• Preferably with at least 2 years of relevant working experience in handling cases in a call centre or service industry environment.

• Possesses strong time management skills with ability to multi-task and is motivated to exceed expectations.

• Must be a strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation).

• Strong ability to write succinctly.

• Excellent verbal and written communication skills in English and the language of the supporting market.