Voice Support Specialist - Customer Care

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

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