Customer Training
Conduct effective training sessions (on-site and off-site) to ensure customers fully understand and utilize product features.
- Deliver structured training sessions to customers and end users
- Ensure customers are confident in using product features to maximize benefits
- Maintain high training quality and engagement
After Sales Service
- Ensure high-quality support by resolving customer issues efficiently and professionally.
- Resolve product and service-related issues and complaints
- Coordinate with internal departments for:
Machine breakdowns
Connectivity issues
Customer complaints
- Support organizational goals by completing service-related tasks effectively
Public Relation Calls
- Strengthen customer relationships and identify business opportunities.
- Conduct periodic visits to assigned customer accounts
- Engage customers to collect feedback and build strong relationships
- Identify opportunities for:
Cross-selling
Upselling
Conversion of competitor hardware
Contract & Compliance Management
- Ensure all billing activities comply with contractual and regulatory requirements.
- Ensure CBSC billing compliance with:
Customer contracts and service agreements
Internal policies and approval processes
Tax and regulatory requirements (e.g., GST)
- Maintain accurate and complete documentation for:
Internal audits
External audits
Customer Billing Dispute & Escalation Handling
- Manage and resolve complex billing disputes and escalations effectively.
- Act as escalation point for billing disputes and complaints
- Collaborate cross-functionally with:
Service Delivery
Sales
Customer Relations
Timely resolution
Minimal customer impact
Prevention of revenue leakage
Team Leadership & People Management
- Lead and optimize team performance to meet service and billing targets.
- Lead and coach outsourced agents
- Allocate workforce effectively
- Monitor and improve KPIs such as:
Billing accuracy
Turnaround time
Dispute resolution effectiveness
Cross-Functional Collaboration
- Enhance operational efficiency through strong collaboration across departments.
Validate job completion and billing readiness
Resolve system-related issues
Support AR collections and revenue recognition
Requirement
- GCE A level/ Polytechnic/Diploma
- Proficient in MS Office – Excel, Powerpoint
- Minimum 5 years working experience in a similar field in handling customers relations, training and providing administrative support
- Experience in customer service or related field is preferred
- Aptitude with positive disposition is preferred
- Ability to communicate professionally
- Experience in handling enquiries – fast, efficient and responsive
- Meticulous and able to work efficiently and independently in a fast-paced environment
- Added advantage for knowledge in D365 and CDSS systems
- Patient to imparting skills and knowledge to others
- Pro-active and able to handle stress well
- Good team player
