Senior Customer Relations Officer

Company Overview: Join SECOM SG a leader in security services and be part of a team dedicated to providing topnotch customer service. We are looking for a Senior Customer Relations Officer to manage customer relations and ensure high levels of customer satisfaction.

Working Hours: Monday to Friday 8.30 am to 5.30 pm

Job Description:

• Respond to all incoming calls regarding customer issues especially termination requests and turn them into contract renewals.
  
• Answer all incoming calls promptly effectively and professionally.
  
• Document all calls and actions taken into the system ensuring all updates and amendments are accurate.
  
• Ensure all contract renewal submissions are accurate and supporting documents are uploaded into the system promptly.
  
• Follow through and take ownership of all customer queries where possible.
  
• Work towards KPI set by the Leader.
  
• Work unsupervised while maintaining professionalism.
  
• Identify areas for improvement and work closely with internal and external stakeholders to implement new processes.
  
• Utilize good incident knowledge in the market to overturn termination requests related to security needs in homes and businesses.
  
• Take all practical steps to ensure your own health and safety at work and the safety of others in the workplace.
  

Requirements

Requirements:

• Minimum 5 years of relevant experience within a call center working environment preferably in banks or telcos.
  
• Minimum Diploma with experience in the customer service industry.
  
• Proficient in Microsoft Office and able to demonstrate diligence and meticulous traits.
  
• Possess customercentric qualities.
  
• Good interpersonal and phone communication skills.
  
• Bilingual in English (both written and oral communication) and ability to converse in Mandarin preferred due to high volume of Mandarinspeaking account holders.
  
• Able to commence work on short notice.
  
• Strong understanding of how the subscriber life cycle works.
  
• Passion for learning new skills products and technical knowledge.
  
• Shows tenacity in finishing tasks especially in the face of resistance.
  
• Strong team player with excellent teamwork capabilities.
  

Benefits

Salary & Benefits:

• Salary Range: Basic $3.23.5K
  
• Annual Leave: 12 days
  
• AWS(13th Month Bonus): 1 month
  
• Variable Bonus: Depends on company and employee s performance