Talent Acquisition at OrangeShark
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Executive - Customer Service - Voice Process (1-5 yrs)
Position Name : Customer Service Executive
Job Profile :
- Analyze Customer problems and provide solutions using knowledge-based
- Assist less experienced representatives as necessary
- Diagnose customer issues through process of elimination by asking probing questions
- Document issues appropriately based on existing guidelines
- Explain service contract provisions to dissatisfied customers
- Provide easily understood answers adapted to the customers situation
- Receive inbound & outbound calls and Emails inquiry
- Adherence to the Standard Operating Procedure and following the scripts
- Maintains and improves quality results by adhering to standards and guidelines and recommending improved procedures.
Qualifications and requirements :
- Exceptional customer service, active listening, verbal and written communication skills, and professional phone voice.
- Ability to use logics and reason to identify the strengths and weakness of alternative solutions.
- A college degree or equivalent.
- Proficiency with computers, especially with CRM software and strong typing skills.
- Previous customer service experience, especially in practical industry, is preferred.
- Strong time management and decision-making skills.
- Adhering to all company policies and procedures.
- Take responsibility from time to time.
