Customer Service Executive (Contract)

Key responsibilities

• Respond to inbound customer calls, emails and enquiries in a timely and professional manner
• Provide accurate information about products, services and company policies to customers
• Handle customer complaints and concerns with empathy, working towards swift and satisfactory resolutions
• Log and document all customer interactions and transactions accurately in the system
• Maintain detailed records of customer accounts and interactions to ensure continuity of service
• Process customer requests, including orders, cancellations and account amendments
• Escalate complex issues to appropriate departments or management when necessary
• Follow established procedures and protocols to ensure compliance with company standards
• Meet or exceed key performance indicators, including call handling time, first-call resolution and customer satisfaction scores
• Participate in training programmes to enhance product knowledge and customer service skills

Requirements

• Excellent verbal communication skills with the ability to articulate information clearly and professionally
• Strong listening skills and the ability to understand customer needs and concerns
• Ability to multitask and manage multiple customer enquiries simultaneously
• Proficiency with computer systems, databases and call centre technology
• Typing proficiency and accuracy in data entry
• Ability to remain calm under pressure in a fast-paced environment
• Team player with a positive attitude and willingness to help colleagues
• Flexibility to work shift schedules once the training is concluded.
• Secondary education qualification or equivalent; diploma or higher qualification is advantageous
• Previous customer service or call centre experience is preferred