Latest Job Listing

IT Customer Care Consultant for Leading Telco

Company Name BGC Group
Location Central, Singapore
Date Posted 28 September 2017
Category Customer Service
Job Type Contract Full Time
Display Email career@bgc-group.com
Job Functions Consulting
Salary $2,200 onwards

Description

BGC Group is an international recruitment and manpower outsourcing firm that identifies and delivers human capital solutions that imperative to every successful company’s growth.

Having helped over 25,000 individual quickly land rewarding careers in companies that drive industries, we believe that developing relationships based on a solid ground of trust between both employers and job-seekers is what differentiates us and gives us a competitive edge.

Our Vision: Bridging & Growing Your Career Because We Care

 

Your Role:  IT Customer Care Consultant (Platinum)

To provide customer care support for general enquiry, 1st level billing support and technical troubleshooting and resolution over the phone to Platinum and VIP customers

Responsibilities

  • To provide dedicated and superior customer care support on a 24x7 basis for general enquiry, 1st level billing support and technical troubleshooting and resolution over the phone to Platinum and VIP customers who call into the dedicated Platinum hotline
  • Up sell and cross sell all StarHub services whenever Platinum and VIP customers call into the dedicated Platinum Helpdesk
  • Ensure that all other enquiries which are escalated to other teams or departments are handled in a timely manner
  • Make outbound calls to Platinum customers whenever there are campaigns and  special events organized for these customers
  • Respond and follow up promptly on all referrals from other sections
  • Meet Service Levels and all other Key Performance Indicators set for Platinum customers
  • Collect and channel customer feedback on all issues, processes and service improvement  to Management as an ongoing process in the pursuit of service excellence
  • Provide statistics and information on nature of calls and product or customer issues, especially when there are new promotions and product launches
  • Resolve Platinum customers’ technical issues and attend to their queries on promotions, other general enquiries and 1st level billing enquiries
  • Manage difficult and complaining Platinum customers with regard to product quality or level of service
  • Escalate complaints and unresolved technical issues to Platinum Team Executives in a timely manner

Requirements:

  • Diploma in IT /Computer Studies / Networking / is preferred or ‘A’ level with relevant experience in a service industry
  • Minimally 2 years experience in call centre/ technical helpdesk
  • Pleasant, warm and cheerful personality
  • Enjoy experimenting with computer and electronic gadgets
  • A good listener with excellent interpersonal and communication skills
  • Customer focused with a strong analytical problem-solving mind
  • A good team player
  • Highly adaptable in a dynamic environment
  • Must be able to work rotating shift duties and during weekends and public holidays

 

BGC Group Singapore
www.bgc-group.com
EA Licence Number: 05C3053

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