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ROLE PURPOSE

• We are looking for an experienced Customer Care Specialist to provide excellent inbound and outbound call customer service throughout Customer Care Center in which running an efficient and profitable manner, to increase customer satisfaction, loyalty, retention, growth and to meet their expectations during all inbound and outbound call service.

JOB RESPONSIBILITIES

• Respond fast and convenient customer service on customer queries, request and complaints in a timely and accurate, valid and complete information by using the right methods/tools during inbound and outbound 24/7 call service.
• Work 24/ 7 Effectively and efficiently in duty rotation plan at Customer Care Center.
• Identify customer needs and help customers use excellent service to get customer satisfaction during inbound and outbound call service.
• Build sustainable relationships and trust with customer through open and interactive communication.
• Handle customer complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution within service level agreement
• Take ownership of customers issues and complaints and follow problems through to resolution with great and excellent customer service response and the extra mile to engage customers
• Update and understanding our core banking system databases with useful information about all related technical issues and effectively and efficiently resolve customer issues and complaints with great customer service response and the extra mile to engage customers
• Achieve Customer Care Center Smart Goals and KPI throughout Customer Care Specialists
• Gather customer feedback and share and discuss with Customer Care Champion team
• Follow communication procedures, guidelines and policies and SOP and instruction of Customer Care Center
• Actively and participate training programs of Customer Care Center that deliver the outcome to customer service manner

• Bachelor’s degree holder
• Proficient in basic MS Office Suite (Word, Excel, etc.)
• Related Customer Service Certificate and Diploma
• Minimum two-year customer service role experience and strong customer service experience organization within a regulated environment
• Proven working experience as Customer Service role at call center and related banking service industry
• Service Orientation - Actively looking for ways to help people  
• Persuasion - Persuading others to change their minds or behaviour
• Good listening, verbal and writing skills.                                      
• Excellent communication and problem-solving skills
• Multi-tasking abilities
• Patience when handling tough cases
• Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.
• Familiarity with service industry is a plus
• Experience using help desk software and remote support tools
• Understanding of how CRM systems work