Contact Centre Consultant - Inbound, Consumer Contact Centre - Card Call Centre - Inbound (SG) MY

Customer Service & Support

Handle customer enquiries, requests, and complaints in a professional and timely manner.

Provide accurate information about products, services, policies, and procedures.

Identify customer needs and offer appropriate solutions or alternatives.

Escalate complex cases to the relevant departments when necessary.

Call Handling & Case Management

Answer inbound calls and make outbound follow-up calls as required.

Log interactions and update case records accurately in the CRM system.

Ensure adherence to standard operating procedures and workflow guidelines.

Follow up on pending issues to ensure timely resolution.

Quality & Performance

Meet or exceed key performance indicators (KPIs), such as call handling time, customer satisfaction, and service level targets.

Maintain high-quality service through active listening, empathy, and problem-solving.

Participate in training to stay updated on product knowledge, system updates, and service standards.

Communication & Collaboration

Communicate clearly with customers and internal stakeholders.

Work closely with supervisors and team members to improve service quality.

Provide feedback on common issues or process gaps to help improve customer experience.

Skills & Competencies

Strong communication and interpersonal skills

Excellent problem-solving and conflict resolution abilities

Ability to multitask and manage time effectively

Customer-oriented attitude with patience and empathy

Proficiency in contact centre systems, CRM tools, and basic computer applications

Ability to work in a fast-paced, high-volume environment

Team player with a positive, professional attitude