Senior Customer Care Executive managing inbound and outbound calls in Hong Kong. Responsible for resolving complaints and coaching call center staff.
About the role
- Customer Service Representative at Centah managing inbound and outbound calls in a fast-paced environment. Ensuring excellent customer service and maintaining communication standards in a hybrid work setting.
Responsibilities
- Answer incoming calls and respond to customer’s requests
- Ability to work in a fast paced environment.
- Book appointments for members with a high degree of data accuracy
- Maintain excellent written and verbal communication skills on a consistent basis
- Identify and escalate issues to supervisors
- Responsible for adapting to fast changing guidelines with customers
- Informs clients by explaining procedures; answering questions; providing information
- Maintains and improves quality results by adhering to standards and guidelines
Requirements
- High school graduate or G.E.D.
- Minimum of one year experience in an inbound/outbound call center or retail environment is preferred
- Excellent oral and written communication skills
- Ability to multitask in speaking on the phone, using the computer and keyboard simultaneously
- Ability to type at least 25 words per minute is preferred
- Experience in providing exceptional customer service and maintaining established quality requirements
- Must be able to pass a background check
- Average Talk Time: Less than 4 minutes per call while resolving customer issues.
- Call Conversion Ratio: Require a 60%+ lead to call ratio.
- Disposition Calls Processed: Demand proof of handling 80+ calls per shift with accurate disposition coding and in a timely manner.
- Attendance: Require a 98%+ attendance record over 6+ months, with little to no unexcused absences.
- QA Score: Must consistently achieve 90%+ quality assurance scores on call evaluations monthly.
- Average Hold Time: Must have maintained average hold times of less than 60 seconds per call, this is a high call volume environment.
- Calls Handled per Hour: Demand experience processing 10+ calls per hour with accurate dispositions, note and escalations.
- Breaks/ Lunches: adherence to scheduled breaks and lunches: two 15 minutes breaks, one 30 minute lunch.
- Error-Free Documentation: Must demonstrate 99%+ accuracy in call processing and CRM updates. All notes will be reviewed.
Benefits
- Opportunity to continue working from home in our post-pandemic workplace
- Retention bonus at both the 6 month and 1 year mark
- Eligible for Medical, Dental, and Vision after 60 days of continuous employment
- $15,000 Life Insurance (Company Paid)
- 401K plan eligibility after 1 year of service w/company match of up to 4%
- Paid Time Off - Earn 10 days per year after 90-day probationary period
- Monthly Incentive Bonus Plan (up to $300)
- Weekly/monthly gift card drawings/contests for meeting goals
- Career learning and development programs
- Casual dress code
Job title
Job type
Experience level
Salary
Degree requirement
Location requirements
Senior Customer Service Executive providing customer service across various platforms for HKT. Engage with customers through telephone, emails, and live chat maintaining professionalism.
Customer Service Representative managing operations and promoting sales at Border States. Resolving inquiries, maintaining reports, and assisting in marketing and sales functions.
Senior Customer Service Coordinator at Coates in Dandenong, responsible for managing customer service and leading a team. Focused on ensuring client satisfaction and effective branch operations.
Team Lead overseeing customer care support for Cotality's property intelligence services. Responsible for coaching and training team members while handling escalations in customer support.
Customer Service Administrator managing order processing and customer relationships at Seneca Foods in Janesville, WI. Resolving customer inquiries and maintaining shipping schedules with a focus on detail.
Customer Service Representative assisting patients with check - in at Ascension St. John Hospital. Build trust by addressing concerns and collecting information in a fast - paced environment.
Global Lead directing DCX activation strategy and compliance for Ipsen's omnichannel experiences. Collaborating with teams to enhance patient impact and optimize digital marketing initiatives.
Order Support Specialist in Farfetch managing purchase orders and deliveries for luxury fashion. Collaborating with diverse teams to enhance operational efficiency.
Event Management and Support Specialist managing clients' event lifecycles and delivering tailored reporting solutions. Collaborating with corporate event teams globally to ensure seamless event execution.