Customer Service Executive

Key Responsibilities:

• Provide high-level telephone, email, and web chat support for our clients’ products.
• Answer global customer queries concerning content/data, product navigation, billing/account administration, and more.
• Provide professional-level support to retain client customers and increase customer loyalty.
• Multitask, prioritize, and enthusiastically resolve customers' concerns while consistently providing superior levels of customer service.
• Ensure all relevant procedures are followed from beginning to resolution.
• Ensure all key performance indicators and service levels are met.
• Actively seek out opportunities for self-improvement and participate in new product and procedural training.
• Work with other departments to ensure escalated issues are handled efficiently and correctly.

Qualifications:
Required:

• Singaporean / PR
• Highly proficient in Mandarin and Cantonese, for both written and verbal communication within a corporate environment.
• Fluent in English, for both written and verbal communication.
• Commitment to customer satisfaction with the ability to build and develop relationships to identify problems, assess needs, and find solutions.
• Ability to listen, empathize, and effectively handle challenging customer inquiries in a professional and pleasant manner.
• Ability to maintain a positive attitude in an often busy and stressful environment.
• Ability to understand new technical systems and applications quickly.
• Attention to detail and the ability to multitask, prioritize, and meet deadlines.
• Positive outlook on change and flexible approach to team-based work environment and structure.
• Ability to follow a large set of procedural guidelines and to be independently resourceful when investigating/researching complex customer queries.

Preferred:

• Experience in a contact centre and/or customer service environment.

Desired:

• Salesforce experience a plus
• Desire to grow within the company
• College degree desired
• Previous research experience desired