Telemarketing Executive cum Customer Service Officer

Key Responsibilities

• Provide excellent customer service through phone, email, and other communication channels, ensuring a positive customer experience at all times.

• Attend to customer enquiries, bookings, pre- and post-consultation enquiries, feedback, and complaints promptly and professionally, providing accurate and timely responses.

• Greet and attend to customers with a friendly and professional demeanour, creating a welcoming environment.

• Handle incoming calls and assist customers with appointment scheduling, registration, and enquiries about the company’s products, services, pricing, and promotions.

• Conduct outbound telemarketing calls to assigned leads to introduce and promote the company’s products and services, generate sales opportunities, and achieve assigned sales targets.

• Follow up proactively with prospective and existing customers, arrange appointments, and maximise lead conversion within the stipulated timeline.

• Achieve daily, weekly, and monthly targets for outbound calls, follow-ups, appointment setting, and sales conversion.

• Monitor daily appointment bookings to ensure smooth operations, sufficient customer flow, and adequate staffing arrangements.

• Coordinate with internal teams to resolve customer issues, fulfil requests, and ensure timely service delivery.

• Handle customer registration, financial billing, cashiering, and other front-desk administrative duties accurately.

• Maintain accurate and up-to-date customer records, files, call logs, follow-up activities, and lead statuses in the relevant systems.

• Maintain up-to-date knowledge of the company’s products, services, pricing, promotions, and operational procedures.

• Monitor and manage inventory levels, including retail products and operational supplies, and arrange purchases when necessary.

• Maintain the cleanliness, tidiness, and organisation of the front desk and customer service areas, ensuring compliance with safety and hygiene standards.

• Perform regular customer follow-ups to maintain customer relationships, encourage repeat visits, and enhance customer satisfaction.

• Adhere to company policies, standard operating procedures, and data confidentiality requirements.

• Assist with day-to-day operations and perform other ad hoc duties as assigned by the supervisor or management.

Requirements

-Good verbal communication and interpersonal skills.

-Confident and professional telephone manner.

-Customer-oriented and persuasive approach.

-Strong follow-up and organizational skills.

-Basic computer skills is a must.

-Previous telemarketing, telesales, or customer service experience is preferred.