Customer Service Officer

Duties and responsibilities:

• Ensure provision of quality service to customers (Champion excellent client experience).
• Handling various routine inquiries received by phone and emails from internal and external stakeholders (Telephone Management).
• Directing enquiry to relevant officers and ensuring client feedback is conducted timely and efficiently.
• Assist clients/members with completing documentation as may be required.
• Receiving walk in clients.
• Manage, maintain and update Client’s data/Office records.
• Following up on clients to constantly ensure Incredo meets service standards (Client service Charter, and conducting client survey/NPI to gauge satisfaction levels etc.)
• Responding to clients enquiries through phone calls, messages and emails
• Doing weekly, monthly and annual reports to the Supervisor regarding customer service.
• Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Register, handle complaints to provide appropriate solutions and alternatives within the time limits, and follow up to ensure the resolution, and escalate to relevant departments for action.
• Keep records of customer interactions, process customer accounts, and file documents.

Academic qualification

• Diploma in Customer Service or Business Administration or Public Relations, Marketing or Communication or Front Office Operations.
• Over 3 years’ experience.