Job Listing
Company
Anonymous
Industry
Outsourcing/Offshoring
Location
Selangor
Company Description
Our Client is an established company with diverse business interests which include:- • Business Process Outsourcing • Contact Center Establishment and Management • Human Resource Services • IT Management & Services The company is led by a strong team with more than 14 years of experience in setting up IT Management & Services, Contact Centers and Human Resources Management. It is currently expanding its operations and ramping up its hiring activities to support a major MNC that has outsourced its Marketing and Customer Service operations to the company.Premier Support Host
Anonymous
| Salary Budget: | Please log into your account to check the details. |
|---|---|
| Job Type: | Permanent |
| Location: | Selangor |
| Special Requirements: |
Rewards
| Posting Date: | 09-14-2019 |
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| Expiry Date: | 12-31-2019 |
JOB DESCRIPTION
Summary
The Premier Support Host is responsible for increasing the lifetime value of our most valuable customers by offering an enhanced, proactive, one-stop service.
Responsibilities
- Build strong and trusting relationships with valuable customers and provide the highest standard of service and experiences tailored to them, across their favourite products
- Monitor individual customer performance and ensure that rewards are tailored to each individual customer in accordance with business requirements
- Handle customer’s day to day, end to end queries and complaints, liaising with the relevant department and stakeholders (including out of hours when necessary), to provide the VIP with personal and 'competition beating’ service
- Develop a proactive communications strategy incorporating customer’s communication preference
- Build a clear profile of customers and behaviors and communicate risk when necessary to ensure our business risks are mitigated
- Analyze and report weekly/monthly on customer’s performance and activities while formulating a coherent and well thought out action plans to achieve relevant targets.
- Understand and report on characteristics of the VIP segment of members
- Capture and record VIP feedback and insight, regularly cycling valuable knowledge back to manager and stakeholders on a regular basis
- Provide superior service via e-mail, live chat, or any kind as a receiver and caller to certain VIP player group
- Exhibit Subject Matter Expertise on our Products in Customer interactions, intra- and interdepartmental meetings and knowledge check assessments.
Requirements
- Excellent communication skills demonstrated through phone calls, emails, meetings, and presentations at all levels of the organization
- Understanding of VIP Customers and the customer-centric service they want and deserve while balancing best for business practices
- Ability to work under pressure with excellent organizational skills
- Excellent verbal and written Mandarin and English communication skills are desired.
- Demonstrate analytical and problem-solving skills.
- Education and Experience
- 5+ years experience in account management, sales or customer service.
- Formal training in Advanced Sales, Communications, Hospitality or equivalent.