Job Description

Key Responsibilities
1. Customer Support & Issue Resolution

- Handle customer enquiries via phone, WhatsApp, email, live chat, and in-person channels when required.

- Provide accurate information regarding products, services, promotions, and processes.

- Respond promptly and professionally to customer complaints, enquiries, and requests.

- Troubleshoot basic service or technical issues and escalate complex cases to relevant teams.

- Follow up on open cases to ensure timely and satisfactory resolution.- Consistently meet or exceed customer satisfaction standards. 

Customer Experience Management

- Deliver a positive, personalised, and solution-oriented customer experience.

- Build trust through friendly, empathetic, and professional communication.

- Identify recurring customer pain points and suggest improvements.

- Assist with customer education, onboarding guidance, FAQs, and product usage support.

Job Requirements

Administrative & Reporting ResponsibilitiesAdministrative & Reporting Responsibilities

- Maintain accurate and up-to-date records of all customer interactions in the system.

- Generate reports on customer feedback, common issues, trends, and performance metrics.

- Support the development and maintenance of FAQs, knowledge base articles, and SOPs.Collaboration & Continuous Improvement

- Work closely with internal departments to resolve customer-related issues.

- Participate in service quality training, coaching, and performance reviews.

- Proactively suggest improvements to customer experience, service efficiency, and workflows.

- Uphold the organisation’s brand values through professional and empathetic communication.

- Perform other duties as assigned by the Reporting Manager or Management from time to time. 

Skills