关于这个岗位
Observe customer enquiries and complaints received through the Contact Centre.
Monitor pending cases to ensure timely follow-up and resolution in accordance with established service standards
Draft and prepare customer correspondence.
Coordinate with relevant departments to obtain and verify information required for case resolution.
Participate in weekly operational visits and monthly Contact Centre Performance Meetings.
Escalate complex or critical cases to the relevant departments where necessary.
Support process and service improvement initiatives to enhance Contact Centre service delivery and customer experience.
Ensure adherence to departmental Standard Operating Procedures (SOPs) and established service guidelines in all work activities.
To prepare and submit reports as and when required.
我们希望你具备
- Minimum 1 year of relevant experience in Customer Care, Contact Centre Operations, Customer Experience Management and Complaint Resolution.
- Fresh graduates are welcomed to apply.