Customer Care Coordinator (Fluent English, Support Singapore Team)

- Perform contract renewal, customer retention and contract termination
- Act as front-liner providing excellent customer service to both internal and external parties at all times
- Contract/Database administrator
- Performs creation, amendment, service suspension and termination of contract using in-house system
- Generate and maintain sales report
- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly
- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking
- Provide quality service and support in a variety of areas including but not limited to: billing, placing print orders and system troubleshooting
- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company
- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer's experience. (mainly to gather feedback, attend to customer queries and schedule appointments)
- Responsible for compiling and generating reports as they relate to customer service surveys
- Troubleshoot customer issues over the phone
- Assist Supervisor to resolve daily operation issues
- Other ad-hoc duties as assigned by supervisor