Customer Care Executive - Singapore - TR, part of the Trifast plc group

    TR, part of the Trifast plc group
    TR, part of the Trifast plc group Singapore

    1 day ago

    Manufacturing / Mechanical
    Description

    The Customer Care Executive is responsible for managing customer interactions, resolving issues, providing sales support and ensuring a positive customer experience across various communication channels.

    Responsibilities

    Customer Interaction

    • Handle inbound and outbound communications through phone calls and emails. This includes addressing customer queries, complaints, and feedback promptly and professionally.

    Issue Resolution

    • Efficiently resolve customer complaints and inquiries, ensuring that issues are addressed in a timely manner. This may involve troubleshooting problems and providing solutions that meet customer needs.

    Data Management

    • Maintain accurate records of customer interactions, including details of inquiries, complaints, and resolutions. This helps in tracking customer feedback and improving service quality.

    Collaboration

    • Work closely with other departments, such as sales and technical support, to address customer needs and escalate issues when necessary. This ensures a cohesive approach to customer service.

    Customer Feedback

    • Collect and analyze customer feedback to identify areas for improvement in service delivery. This information can be used to enhance customer satisfaction and inform business strategies.

    Sales Support

    • Assist in promoting products and services, providing information about current offers, and upselling when appropriate. This can contribute to revenue generation while ensuring customer satisfaction.

    Performance Metrics

    • Meet or exceed customer service performance metrics and targets, which may include response times, resolution rates, and customer satisfaction scores.

    Qualifications

    • Bachelor's degree or Diploma in Business Administration or a related field.
    • Strong verbal and written communication skills are essential for effectively interacting with customers and conveying information clearly.
    • The ability to think critically and resolve issues efficiently is crucial in maintaining customer satisfaction.
    • Understanding customer emotions and maintaining a calm demeanour during challenging interactions is important for building trust and rapport.
    • Familiarity with tools used for managing customer interactions is often required.

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