Associate, Client Service

Responsibilities

• Provide quality support for incoming enquiries via calls, email, live chat and walk-in (occasional)
• This position and the role to start would be to assist customers via Calls
• Support customer queries from other channels – In-person, Email, Live Chat etc.
  
  
• Manage escalations, complaints and feedback received
• Support night desk duties on rotational basis
• Support Hong Kong desk during public holidays(certain) on rotational basis
• Take ownership of client issues and follow through to resolution
• Participate in process improvement sessions and support delivery of client experience initiatives
• Make recommendations to improve or streamline current change practices to improve the customer experience, team productivity or operational efficiency
• Other ad hoc and general duties, and projects
• Meet the defined KPIs parameters consistently
• Adhere to professional standards of behavior & conduct in dealing with customers & fellow staff

Requirements

• Minimum 2 years of working experience in a Call Centre or service related role
• Candidates with relevant work experience will also be considered
• Excellent written and communication skills
• Resourceful and quick in solving problems
• Strong service mindset and good negotiation skills
• Night shift and working on public holidays(certain) required on rotational basis.
  
  Time off will be given to start work later the following day if scheduled for night desk duty.
  
  
• Proficient in Microsoft Word, Excel, PowerPoint, computer and smartphone applications/navigations
• Immediate starters preferred