Job Opening: Junior Executive - Customer Care
Join our team as a Junior Executive - Customer Care at John Keells Group, where you’ll play a key role in delivering exceptional customer service and enhancing the overall customer experience.
Key Responsibilities:
- Proactively manage and resolve customer complaints and queries to ensure a positive experience.
- Ensure accurate tagging and categorizing of complaints, maintaining zero errors.
- Maintain response rates above 85% on social media platforms.
- Adhere to Service Level Agreements (SLAs), Key Performance Indicators (KPIs), and company policies, recommending amendments as necessary based on business needs.
- Manage and update systems such as CMS and Intra systems, collaborating with relevant departments for necessary changes.
- Train new recruits and outsourced personnel on processes, SLAs, and customer care protocols.
- Coordinate with cross-functional teams to gather necessary information for training and development.
- Meet monthly targets for response rates, customer satisfaction, and Net Promoter Score (NPS).
- Proactively implement measures such as standard responses, policies, and Frequently Asked Questions (FAQs) to improve the customer experience.
Qualifications & Requirements:
- A Diploma in Call Centre Management or a similar educational qualification.
- Prior experience in marketing communications or a customer service role is an added advantage.
- Ability to work on a roster basis.
- Strong computer literacy with proficiency in Microsoft Office and other relevant software.
- Excellent interpersonal and communication skills, with the ability to build relationships with stakeholders at all levels.
- Strong decision-making skills and ability to implement decisions within timelines.
- Customer-focused mindset with the ability to handle pressure and meet tight deadlines.
- Outstanding organizational and planning skills.
- Creative problem-solving skills, able to provide appropriate resolutions to customer issues.
0 Comments