Customer Service Executive - ref. c03041623

Job Summary:

Responsible for delivering exceptional service by addressing customer inquiries, resolving issues, and ensuring overall satisfaction. The role involves managing customer interactions across multiple channels—phone, email, live chat, and social media—while adhering to company policies and maintaining a professional, friendly attitude.

Key Responsibilities:

• Respond promptly to customer inquiries via phone, email, live chat, and other communication channels.
• Stay informed about product updates, company services, and promotions to assist customers effectively.
• Resolve customer complaints by identifying the root cause, offering solutions, and following up to ensure resolution.
• Meet performance targets, including response time, customer satisfaction, and issue resolution rates.
• Collaborate closely with relevant stakeholders to resolve customer issues promptly.
• Conduct outbound sales calls to existing customers to promote products/services using prepared scripts (when required).

Qualifications:

• Diploma or Degree in any field.
• Minimum 1 year of experience in customer service; prior experience in brokerage or finance-related roles is preferred.
• Experience in start-up companies is an advantage.
• Proficiency in spoken and written English and Mandarin (to serve Mandarin-speaking clients).
• Positive attitude, self-motivated, with the ability to multitask and work well in a team environment.
• Strong communication skills, including a pleasant phone demeanour, active listening, and the ability to clearly articulate solutions.
• Ability to work independently and collaborate effectively in a fast-paced environment.