C&W Services

About C&W Services

We’re looking for a highly skilled contact center representative to join our team, handling both inbound and outbound interactions with our customers. He or she will be handling a variety of important supportive tasks, providing answers, insights, instruction, and purchase assistance. As the voice of our company, the contact center representative must possess excellent communication and interpersonal skill and enthusiasm for helping consumers and driving satisfaction. Responsibilities: Being the first contact and primary interface between customers and Client; between the Client and our tenants, partners and appointed agencies, to service the customers based on the customer service framework and prescribed service levels Providing customer service and account servicing via live-chat, email, phone, instant messaging applications, tickets logged by interactions arising from live-chat & chatbot, or any other designated channels as shall be prescribed and changed by the Client from time to time Respond to customer enquiries on Rewards Program, feedback and membership account servicing across all channels Directing efforts to convert every customer interaction into an opportunity to upsell/cross-sell and work with other team members in the Contact Center (CC) to generate sales leads Assist with troubleshooting of issues by conducting fact finding, leveraging on tools such as Assisted Service Module or Co-browsing capabilities to place orders and/or amend order details on behalf of the customers Perform adjustment to members’ accounts and provide service recovery based on approved limits Responsible for logging technical issues on a tool as prescribed and may be changed by Client from time to time Provide personalized and value-added services to delight top tier Changi Rewards members Maintain ownership of interactions throughout the lifecycle of the customer’s request including follow-ups with end-users and escalation team Identify and escalate issues to Team Leaders when required Document all call information according to standard operating procedures Consistently deliver an over-and-beyond satisfactory customer experience in all interactions Requirements: Diploma or equivalent Fluent in English with the ability to speak one other language will be advantageous Relevancy of previous experience in a sales, target-based environment and customer relationship management Familiarity with e-commerce platforms and electronic transactions will be an advantage Possess strong sense of empathy and service oriented Strong active listening skill and verbal communication Passionate and enthusiastic in a profit-center environment with motivation and patience to pursue targets and objectives Technology-savvy person and comfortable with operating an Order Management System (OMS), Customer Relationship Management (CRM) Systems, Loyalty Management Systems, communication platforms and other tools from time to time A proven track record of meeting or exceeding sales and targets in previous experience preferred Ability to handle stressful and work in a fast-paced environment, prioritize and multitask when needed Only Singaporeans may apply Job Types: Full-time, Contract Experience: Customer Service: 1 year (Preferred) Location: East Singapore (Preferred)

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Company Info

Legal Form: GmbH

Company Type: Private

Company Size: 5001 - 10000

Revenue: 2 - 5 billion (USD)

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Job Ads found: 2691

Job Ads per Month: 54.9

Hiring Locations: 104

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