Contact - Customer Care Executive (Non-Voice)

Job Description

Key responsibilities and roles associated with this position:

• Customer Interactions

Ability to effectively manage customer interactions across multiple communication channels, with a primary focus on email correspondence:

• Email (Primary Channel): Manage and respond to customer inquiries, concerns, and service requests promptly, professionally, and accurately through email.
• Live Chat: Provide timely and effective support to customers through digital messaging channels.
• Inbound Calls (As Required): Handle incoming customer calls to address inquiries, concerns, or issues when operational needs require voice support.
• Outbound Calls (As Required): Conduct outbound calls for follow-ups, service updates, information verification, or issue resolution as needed.
• Problem Resolution
• Handle complex or high-value customer interactions.
• Ensure that customer enquiries are resolved accurately, effectively and efficiently
• Maintain a positive and empathetic approach in all customer interactions
• Product / Service Knowledge
• Proactively, develop strong understanding of the products and services offered by Income to provide accurate information to customers
• Ensure to stay updated about product updates, process changes and new promotions.
• Performance Management

Managing time efficiently to meet key performance indicators and service level agreements (SLAs) and ensure timely responses to customer inquiries.

• Strong Communication Skills
• Must be able to communicate clearly and effectively, both verbally and in writing, to ensure customers understand the information provided.
• Multi-tasking
• Need to handle multiple task simultaneously, such as navigating systems, updating customer records, create ticket for escalation and address customer enquiries
• Technical Skills
• Educating customers about products, services, and self-service options so that they are able to find solutions independently when possible.
• Being proficient in the use of contact center systems, including phone systems, customer relationship management (CRM) software, and other tools necessary for the role.
• Compliance
• Adhere to company policies and procedures as well as legal and regulatory requirements during customer interactions.
• Team Collaboration
• Collaborate with peers and other team members to review and improve on work process and resolve challenging issues.