CUSTOMER CARE EXECUTIVE JOB DISCRIPTION

Posted 1 year ago
  • Responsible for responding to customer question and concern through various communication channels such as emails, phone call or live chat.
  • Manage large amount of incoming phone calls.
  • Identify and assess customers’ needs to achieve satisfaction.  
  • Build sustainable relationship and trust with customers’ accounts through open and interactive communication.
  • Provide accurate, valid and complete information by using the right method.
  • Handle customer’s complaints, provide appropriate solution and alternatives within the time limits, and follow up to ensure resolution. 
  • Keep record of customer’s interaction, process customers’ accounts and file documents. 
  • Follow communication procedures, guideline and policies.
  • Take the extra mile to engage customers. 
  • Improve customer service experience, create engaged customers and facilitate organic growth.
  • Supervise day to day operations in the customer’s service department. 
  • Creating effective customer service procedure, policies and standards.
  • Developing customer’s satisfaction goals and coordinating with the team to meet them on a steady basis.
  • Implementing an effective customer loyalty basis.

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