Job Summary
Responsible for managing customer interactions and providing professional assistance through various communication channels, including telephone, email, chat, and other digital platforms. This role serves as a key point of contact between the company and its customers, ensuring that inquiries, complaints, and service requests are handled promptly and effectively. The position also contributes to customer satisfaction, customer relationship management, and service quality improvement by maintaining accurate customer records, monitoring customer feedback, and coordinating with relevant departments to resolve customer concerns.
Job Descriptions
- Handle incoming and outgoing customer communications through telephone, email, chat, and other communication channels, providing accurate information regarding company products, services, promotions, and policies.
- Receive, investigate, and manage customer inquiries, complaints, and service requests professionally, ensuring appropriate solutions and timely resolution.
- Maintain positive customer relationships by providing responsive, informative, and customer-oriented assistance throughout the customer interaction process.
- Record, update, and maintain accurate customer information, interaction histories, inquiries, and complaint records within the company's CRM system.
- Coordinate with relevant departments, including Sales, Aftersales, Technical Support, and other operational teams, to ensure customer issues are properly escalated and resolved.
- Conduct customer follow-ups and satisfaction surveys to monitor customer experience and ensure that customer concerns have been addressed effectively.
- Monitor and achieve customer service performance indicators, including response time, first contact resolution, customer satisfaction, call handling time, NPS, and CSI.
- Prepare regular reports on customer inquiries, complaint trends, service performance, and customer feedback while identifying opportunities to improve overall customer experience.
Job Requirements
- Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
- At least 1–3 years of experience in call center operations, customer service, customer support, or customer relationship management.
- Experience in the automotive, telecommunications, banking, retail, or service industry is preferred.
- Excellent verbal and written communication skills, with the ability to communicate professionally and handle various customer inquiries.
- Strong complaint-handling, problem-solving, and conflict-resolution skills, particularly when dealing with challenging customer situations.
- Familiarity with CRM systems, call center platforms, customer service tools, and Microsoft Office applications.
- Understanding of customer experience measurements, including Net Promoter Score (NPS), Customer Satisfaction Index (CSI), and other service quality metrics, is an advantage.
- Customer-oriented, detail-oriented, adaptable, and capable of working under pressure while maintaining service quality and achieving performance targets.
