Application deadline date has been passed for this Job.
This job has been Expired
BTR (Fiji) Pte Ltd
Job Overview
Purpose of the Role:
- To provide our community members and social carers with excellent customer experience to convert, retain and turn them into advocates.
- Manage the day-to-day service needs via inbound and outbound calls, emails and chat
- Work collaboratively with the Customer Care Team leader to achieve business common goals
Essential Duties & Responsibilities:
- Onboard new members, converting them from sign up to 1st booking
- Use outbound retention contact to resurrect users
- Know the customer journey and communication along the journey
- Provide effective and efficient 1st contact resolution to a variety of stakeholders over the phone, email, chats and social whilst proactively educating customer about our platform and community
- Manage Tier 1 escalations and seeking to resolve them to the satisfaction of the customer
- Know our key users personally – build rapport with them and log all feedback accurately with provided tool for analysis
- Proactively provides user and product feedback and insights to their manager and the business
- Proactively suggests process, products and people improvement
- Use data to understand our users and to draw attention to key opportunities and blockages
- Able to apply training to solve customer and business problems
- Ability to retain information and use it to work autonomously with minimum supervision
- Actively participate in and learn from all training and development opportunities
- Proactively work with the Team to create FAQs & articles to ensure our customers are educated and aware of our products and processes
- Create and publish communications that engage users with product, marketing and business
- Provide admin and customer support to the team
The ideal candidate must have:
- Excellent oral and written communication skills
- Passionate, Cool and Calm attitude
- Able to hold conversation with different and diverse range customers
- Articulate with attention to detail
- Able to work under pressure with minimum supervision
- Ability to follow and adhere to set processes and procedures
- Ability to meet set KPI’s
- At least 2 years’ experience in Customer Care/Contact Centre/Admin/Health Care role
What to do:
- Send application and updated resume to – [email protected] and [email protected]
- Quote reference – Customer Care Specialist/BTR202305-19
- Application closes – 2nd June 2023