Customer Service Officer

Reports to: Business Development and Marketing Manager

Duties and responsibilities:

1. Ensure provision of quality service to customers (Champion excellent client experience).
2. Handling various routine inquiries received by phone and emails from internal and external stakeholders (Telephone Management).
3. Directing enquiry to relevant officers and ensuring client feedback is conducted timely and efficiently.
4. Assist clients/members with completing documentation as may be required.
5. Receiving walk in clients.
6. Manage, maintain and update Client’s data/Office records.
7. Following up on clients to constantly ensure Incredo meets service standards (Client service Charter, and conducting client survey/NPI to gauge satisfaction levels etc.)
8. Responding to clients enquiries through phone calls, messages and emails
9. Doing weekly, monthly and annual reports to the Supervisor regarding customer service.
10. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
11. Register, handle complaints to provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution, and escalate to relevant departments for action.
12. Keep records of customer interactions, process customer accounts, and file documents.

Academic qualification

1. Diploma in Customer Service or Business Administration or Public Relations, Marketing or Communication or Front Office Operations.
2. Over 3 years’ experience.