Customer Care Coordinator (Fluent English, Support Singapore Team)

- Perform contract renewal, customer retention and contract termination

- Act as front-liner providing excellent customer service to both internal and external parties at all times

- Contract/Database administrator

- Performs creation, amendment, service suspension and termination of contract using in-house system

- Generate and maintain sales report

- Professionally handle incoming requests from customers and ensure that issues are resolved both promptly and thoroughly

- Thoroughly and efficiently gather customer information, access and fulfill customer needs, educate the customer where applicable to prevent the need for future contacts and document interactions through contact tracking

- Provide quality service and support in a variety of areas including but not limited to: billing, placing print orders and system troubleshooting

- Maintain a balance between company policy and customer benefit in decision making. Handles issues in the best interest of both customer and company

- Continuously evaluate and identify opportunities to drive process improvements that positively impact the customer’s experience. (mainly to gather feedback, attend to customer queries and schedule appointments)

- Responsible for compiling and generating reports as they relate to customer service surveys

- Troubleshoot customer issues over the phone

- Assist Supervisor to resolve daily operation issues

- Other ad-hoc duties as assigned by supervisor

- Fluent in English with strong written and verbal communication skills liaise with SG HR Team

- Degree in any discipline or higher

- Highly developed sense of integrity and commitment to customer satisfaction

- Demonstrated passion for excellence with respect to treating and caring for customers

- Has resilient and is able to handle complaints and unpleasant customers

- Familiarity or experience with Customer Service and Call Center preferred

- Experience in a sales administration job scope will be an added advantage

- Strong decision making and analytical abilities

- Strong detail orientation and communication/listening skills

- Possess a strong work ethic and team player mentality

- Computer literate, knowledge in Microsoft applications a must