Job Description:
- Manage high-volume and high-priority email communications with accuracy and professionalism.
- Handle escalations promptly and ensure timely resolution.
- Collaborate with internal departments to resolve queries and escalations efficiently.
- Monitor response times and ensure adherence to service level agreements (SLAs).
- Perform additional responsibilities as required to support team operations and service excellence.
Who we are looking for:
Competencies & Personal Traits:
- Strong written communication and language flair
- Resilient, analytical and self-motivated
- Curious and proactive in suggesting enhancements to email resolution techniques
- Able to manage stress from high email volumes and tight deadlines
- Willing to support initiatives and projects beyond core responsibilities
- Fast learner with capable of identifying root causes and proposing solutions
Working Experience:
- At least 2-3 years of experience in email correspondence or customer service.
- Knowledge in Lifeasia, CRM and communication tools is an advantage
- Knowledge in financial or insurance products is an advantage
- Digitally savvy and proactive in identifying and implementing improvements to email resolution techniques, enhancing response efficiency and customer satisfaction
Education
- Degree holder/ Diploma holder in any discipline
