Call Center Agent (Good English, Support Singapore's Project)

Customer Interaction & Support
- Answer inbound calls promptly and courteously, ensuring a friendly and professional customer experience.
- Make outbound calls when required to understand customer needs, address concerns, and follow up on unresolved issues.
- Engage in active listening, confirming and clarifying information to ensure accurate understanding.
- Diffuse challenging or upset customers through patience, empathy, and effective communication.
- Provide accurate information on products and services, and generate interest through clear, value-driven explanation.
- Deliver personalized service tailored to individual customer needs, boosting satisfaction and loyalty.
Problem Resolution & Service Delivery
- Evaluate customer problems and complaints, offering appropriate and effective solutions.
- Identify issues or recurring challenges faced by customers and escalate them when necessary.
- Route calls to appropriate departments or team members when required.
- Process prospect information, respond to queries, and create callout tickets promptly and accurately to ensure smooth workflow and service delivery.
Sales & Upselling
- Promote and upsell relevant products and services where appropriate, aligning recommendations with customer needs.
Documentation & Reporting
- Accurately document every customer interaction by making relevant notes.
- Complete call logs, reports, and follow-up actions as per guidelines.
- Maintain and update customer databases in a timely and accurate manner.
- Report customer feedback, trends, or insights that may impact service quality or operations.
Tools & Systems Usage
- Utilize company systems, software, scripts, and databases effectively to support service delivery.
- Follow communication scripts where applicable while maintaining natural conversation flow.
Continuous Improvement & Compliance
- Participate actively in training and learning opportunities to enhance product knowledge, soft skills, and overall performance.
- Strive to meet or exceed call centre KPIs while maintaining high service standards.
- Adhere to all company policies, procedures, and operational guidelines.
Additional Responsibilities
- Manage social media inquiries and third-party review platforms professionally.
- Build strong relationships with customers and team members based on trust, reliability, and positive communication.