Customer Service Associate
Singapore Airlines
مجموع سنوات الخبرة :8 years, 2 أشهر
Lead, manage and motivate a team of customer care officers to achieve agreed key performance indicators
Manage high-level customer complaints escalated from team members
Conduct call monitoring and coaching with team members
Manage staff strength and shift roster scheduling to ensure proper shift coverage
Undertake any administration associated with employee time sheets, expenditure claims, annual leave application, conducting performance reviews
Support call handling for business partners’ projects/campaigns as and when required
Taking customer call for New booking and ticketing.
• Manning the Call center to respond to customer inquiries
• Take on administrative tasks as required
• Project a professional Company image through phone interaction
• Single point of contact for all customer inquiries - underwriting, claims and general enquiries
• Resolving all in scope enquiries and appropriate escalation when required
• Provide product and service information to customers
• Complete call logs and reports
• Recognize, document and alert Team Leader of trends in customer calls
• Determines requirements by working with customers.
• Answers inquiries by clarifying desired information; researching, locating, and providing information.
• Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• Fulfills requests by clarifying desired information; completing transactions; forwarding requests.
• Sells additional services by recognizing opportunities to up-sell accounts; explaining new features.
• Maintains call center database by entering information.
• Keeps equipment operational by following established procedures; reporting malfunctions.
• Updates job knowledge by participating in educational opportunities.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Arrange appointments to see existing clients and ‘cold call’ new contacts
Make presentations in medical settings or conference rooms
Persuade clients to use or buy your company’s products
Build strong relationships with medical staff
Plan work schedules with other sales team members
Provide an after-sales service
Meet sales targets
Organise and attend medical conferences
Check competitors’ products and prices
Keep records of sales and customers
Report information back to head office about clients’ needs.
Bachelor of Science in Commerce major in Management Accounting