Position Responsibilities

- First Response Time (Email & Live Chat)
- Resolution Time (Email & Live Chat)
- CSAT (Customer Satisfaction Score)
- Quality of Responses (Email & Live Chat)
- Acknowledging and resolving customer complaints promptly
- Knowing our products inside and out so that you can answer questions
- Keeping records of customer interactions, transactions, comments, and complaints
- Follow communication procedures, guidelines, and policies
- To communicate and coordinate with colleagues as necessary.
- To ensure customer satisfaction and provide professional customer support
- Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
- Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
- Learn about the organization's products or services and keep up to date with changes
- Perform any other special project/ task as assigned by superior/management
- Provide a solution and improvement plan to support the primary role.

Qualification and Experience

• Currently pursuing or recently completing a diploma/degree in Business Management, Communication, Hospitality, or related fields, basic computer literacy (MS Office, Google Workspace).

• Strong communication skills (verbal and written), basic problem-solving skills, Familiarity with MS Office, or other relevant software, ability to multitask and work in a fast-paced environment.
• Proactive, self-motivated, and eager to learn, team player with good interpersonal skills, adaptable and flexible in handling different tasks, positive attitude and strong customer-focused mindset.

a Necessity, not a Luxury

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