We are seeking a dedicated and customer-focused Client Care Associate to join our Singapore Contact Centre team. This role involves providing exceptional support to our clients and you will be responsible for addressing client inquiries, resolving issues, and ensuring a high level of customer satisfaction.
Key Responsibilities
- Handle incoming client inquiries and provide prompt, accurate, and professional responses.
- Resolve client issues efficiently, ensuring a positive client experience.
- Maintain detailed and accurate records of client interactions and transactions.
- Collaborate with team members and other departments to resolve complex client issues.
- Stay updated on product knowledge, company policies, and procedures to provide informed assistance.
- Adhere to the contact centre's standards and protocols to ensure compliance and quality service.
- Educating client about the products and service offered
- Probed & identify financial needs on service calls and pitch relevant solutions in line with client charter.
- Ensure that offer is pitched on at least 70% of eligible calls.
- Ensure all sales pitches are made without no mis-selling.
- Additional point for Sales Palette markets – Use S2S palette to identify eligibility and register dispositions for analysis.
- Ensure continuous improvement in Productivity to the standards prescribed from time to time.
- Support ongoing initiatives to enhance cross sell opportunities. compliance matters.
Skills and Experience
- Excellent communication skills in both written and verbal form.
- Strong problem-solving abilities and attention to detail.
- Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
- Flexibility to work in a 24/7 shift environment, including weekends and public holidays.
- Proficiency in using contact centre software and other relevant technology.
- Customer service experience, preferably in a contact centre environment, is an advantage.
