Job Description
Key responsibilities and roles associated with this position:
Customer Interactions
Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on
voice-based customer support:
- Inbound Calls (Primary Channel): Handle incoming customer calls promptly and professionally, addressing inquiries, concerns, requests, and complaints while delivering a positive customer experience.
- Outbound Calls: Conduct outbound calls for follow-ups, issue resolution, service updates, information verification, surveys, or other customer service-related activities as required.
- Email and Live Chat (As Required): Manage and respond to customer inquiries received through email and digital channels in a timely, accurate, and professional manner.
- Problem Resolution
- Handle complex or high-value customer interactions.
- Ensure that customer enquiries are resolved accurately, effectively and efficiently
- Maintain a positive and empathetic approach in all customer interactions
- Product / Service Knowledge
- Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
- Ensure to stay updated about product updates, process changes and new promotions.
- Performance Management
Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.
- Strong Communication Skills
- Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
- Multi-tasking
- Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries
- Technical Skills
- Educating customers about products, services, and self-service options so that they are able to find solutions independently when possible.
- Being proficient in the use of contact center systems, including phone systems, customer relationship management (CRM) software, and other tools necessary for the role.
- Compliance
- Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.
- Team Collaboration
- Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.
