Consumer Care Representative

Systems Limited is looking We are looking for talented individuals to shape and contribute to the success of our Engagement Centre. As a Consumer Care Representative your responsibility includes assisting our retailers through multi-channel interactions pertaining to Products/Campaigns/Survey activities

Responsibilities

• Consumer Interaction: Handle consumer inquiries and complaints via phone, email, and chat, ensuring timely and accurate responses/documentation.
• Problem Resolution: Diagnose consumer issues and provide effective solutions, escalating complex problems to the appropriate department if necessary.
• Product Knowledge: Maintain a thorough understanding of the company’s products and services to provide accurate information to consumers.
• Consumer Records Management: Update and manage consumer account information, ensuring all interactions are documented accurately.
• Feedback Collection: Gather and report consumer feedback to help improve products and services.
• Survey Calls: Executing daily assigned surveys and ensuring correct information is replicated in the relevant DBs
• Executing Ad-hoc Tasks: Timely and accurate implementation of activities assigned by internal stakeholders with complete record management.
• Process Transactions: Handle orders, returns, and exchanges efficiently.
• Build Relationships: Develop and maintain positive relationships with consumers and internal stakeholders through effective communication and follow-up.
• Meet Performance Metrics: Achieve personal and team targets for call handling, consumer satisfaction, and other KPIs.
• Continuous Improvement: Participate in training and development activities to enhance skills and knowledge.

Requirements

• At least 1 years of contact centre experience.
• Inbound and Outbound consumer service experience.
• Experience in FMCG Sales is preferred.
• Customer Service Oriented.
• Ability to adjust to digital advancement.
• Issue Resolution.
• Experience in Hubspot, Gensys, \& Relevant CRMs
• Ability to manage Script-Led interaction.
• Excellent Communication Skills to build relationship and provide guidance.

Technical / Functional / Leadership Skills Required

• Advanced English Level \& neutral accent with the ability to communicate clearly and effectively.
• Intermediate Excel Skill.
• Multitasking: Ability to handle multiple consumer inquiries simultaneously through various channels (phone, email, chat.)
• Technical Troubleshooting: Basic understanding of the products or services to assist consumers with technical issues.
• Active Listening: Fully concentrating, understanding, and responding to consumer needs.
• Conflict Resolution: Managing and resolving consumer complaints in a calm and professional manner.
• Empathy: Understanding and sharing the feelings of consumers to provide personalized support.
• Adaptability: Ability to adjust to different consumer personalities and changing situations.
• Tertiary Marketing or Business qualification desirable.