Customer Care Specialist

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This job has been Expired
BTR (Fiji) Pte Ltd
  • Post Date: May 23, 2023
  • Applications 1
  • Views 101
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
Job Detail
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