Customer Interaction Centre Officer

Job Description

Job Purpose

• To provide world-class service to our customers in an accurate, efficient and respectful manner on every call/transaction as measured by different performance metrics.
  
  

• Identify and escalate regular friction points to improve the process and customer experience by:
• Being responsible for delivering outstanding customer service through handling customer enquiries via inbound telephone calls or email
• Booking engineer visits, providing and assisting with troubleshooting and ongoing maintenance of an appliance
• Registering appliance warranties; Offering extended warranties
• Identifying and ordering spare parts and accessories
• Providing pre-purchase advice and replacement appliances.
• You will ensure that telephone calls are handled promptly, efficiently and meet our call and quality targets.
• Identify and escalate priority issues
  
  

• Can do attitude
• Passionate about putting the customer first
• Ability to build trust and maintain strong relationships with both internal and external stakeholders
• Proven administration, organisation and time management skills
• Strong written and verbal communication skills
• Resourceful, able to multitask and has high attention to details
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Self-motivated and able to work independently as well as contribute to cross-functional teams
• Flexible and has the ability to quickly adjust to frequent process and information changes
• The ability to work as an individual whilst contributing to the overall success of the team is paramount
  
  

• With at least 1 year of experience in customer service and technical support
• With Excellent English Communication (Oral and Written)
• Experience on phone and email support
• Good problem solving and critical thinking skills with focus on issue resolution and customer satisfaction
• Computer literate, able to work under pressure, and show resilience
• Strong communication skills and able maintain a professional attitude, building and maintaining relationships with internal and external stakeholders