Role Overview This role serves as the liaison between the company and existing and potential customers. This role is responsible for resolving customer issues, complaints, and inquiries with the goal of keeping customer satisfaction the topmost priority What will you be responsible for?
Resolves customer concerns by clarifying issues, researching, investigating and providing seamless customer support using different platforms.
Responds to incoming requests for cancellation of services and persuade customers to continue their subscription by providing the benefits of the product and discounts as applicable using different platforms as necessary.
Attracts potential subscribers who inquire about the product of the company by effectively communicating the company products and services using different platforms.
Handles and processes campaign leads received from the generated queues including but not limited to subscription renewal, payment failure, payment reminder and customer winback thru different platforms.
Contributes to team performance goals by accomplishing individual targets, SLAs, metrics, KPIs, etc. Keeps team leader informed by reporting activities relating to the role and escalating customer concerns as necessary.
Maintains customer relationship management system by documenting and updating customer interactions. Refers unresolved customer concerns or special requests to designated department or team for proper handling.
Participate in and perform special tasks and projects that may be assigned from time to time. Experience / skills you need to be successful in this role At least 1-4 years of relevant experience in the Customer Service / BPO industry What’s in it for you?
FT Benefits Our benefits vary depending on location, but we are committed to providing best in class perks across all our offices as well as an inclusive environment to develop your career.
Examples of our benefits include; generous annual leave allowances, flexible working, medical cover, enhanced maternity & paternity packages and subsidised gym memberships.
Full details of our benefits can be found here. Further Information The FT are committed to providing an inclusive working environment for all.
We are an equal opportunities employer who seeks to recruit and appoint the best talent regardless of age, gender, ethnicity, disability, sexual orientation, gender identity, socio-economic background, religion and / or belief.
We also promote flexible working and will consider specific requests around flexibility for all roles where it can be accommodated.
Please let us know if you require any adjustments as part of the application process or to enable you to attend an interview.
If you would like to discuss your requirements, or have any questions, please contact a member of our HR team who will be happy to help.