Job Title:  Customer Service Representative/ Associate - Customer Experience

Position Overview

Responsible for enquiries and selling, receipt of payments and boost sales.

Key Responsibilities

• Register customer demographics into CRM
• Receive and verify customer applications based on supporting documents
• Accept all mode payment from TBCs & Receive customer complaint and close the tickets
• Responsible in receiving and processing the collection of bill and sales payments
• Ensure the processing of customer’s new service applications are thorough until the status is active
• Ensure other applications request by customer such as termination and transfer ownership are completed accordingly
• Responsible of creating service orders of customer products and services
• Accept customer’s request of billing adjustment and refunds, prepare basic findings and bring it to the attention of supervisors for their further action
• Promote and upsell new products and services to existing and new customers where needs have been identified
• Responsible for enquiries and selling of merchandise and prepaid cards
• Handle and manage customers enquiries and complaints on products and services
•  Actively follow-up and liaise with the relevant units when handling customer applications, enquiries and complaints
• Ensure customers are contacted for any follow-up reasons, verification and updates as agreed
• Assists and be proactive in achieving sales target for products and services as well as retail products including telemarketing and other sales activities
• Keep up to date with new information on products, services and system
• Supporting the overall branch achievement of the Mystery Shopper Program by having the right service behavior and attitude to achieve the required passing scores
• Accept and perform duly tasks as instructed by Team Leader/ CSO Team

Qualifications and Skills

Skills:

• Cash Management
• Customer Experience
• Sales
• Computer Literacy

Qualifications:

• O or A Level/Certificate/Diploma
• 0-2 Years of experience

Authority:

• Work Order Creation
• Customer Communication
• Cash Management