Job Description

Job Description

1. Manage abandoned calls and voicemail calls left by the consumer in the IVR.
2. Manage follow-up cases.
3. Ensure documents sent by the consumer are complete before submitting them to the respective stakeholder.
4. Manage the CSI with low ratings.
5. Perform any other relevant tasks deemed necessary to ensure the best quality of service.
6. Effectively manage queues to meet expectations and reply to customers in a timely manner via live chat.
7. Act as a resolution agent for live chat, investigating issues, resolving them, or escalating to the First Contact Resolution (FCR) person in charge for resolution.

Minimum Experience (Years)

• 1 to 3 years

Qualifications

• Diploma with 1 year of relevant experience in a customer contact centre;

OR

• SPM with 3 years of relevant experience in a customer contact centre.

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