Customer Service Representative - Card Retention (Inbound Contact Centre)

Sky Service Card Retention - RM-Sky Channel-Contact Centre Inbound

The Sky Service Card Retention role is a vital position within our Contact Centre Inbound department. You will be responsible for handling inbound calls from customers, providing excellent customer service, and ensuring the retention and satisfaction of our Sky Service Card holders. Your primary goal is to build strong relationships with customers, address their queries, and promote the benefits of our Sky Services.

• Handle inbound calls from Sky Service Card customers, providing prompt and accurate assistance.
• Listen to customer concerns and queries, offering tailored solutions and recommendations.
• Upsell and cross-sell additional services and products to existing customers, maximizing their benefits.
• Maintain accurate records of customer interactions and ensure data privacy and security.
• Collaborate with the Sky Channel team to develop strategies for customer retention and engagement.
• Stay updated with the latest Sky Service offerings and communicate these to customers effectively.
• Resolve customer complaints and escalations, ensuring a positive resolution.
• Provide feedback and insights to the management team, contributing to process improvements.
• Ensure compliance with regulatory and company policies during customer interactions.

• A high school diploma or equivalent is required, with a preference for a bachelor's degree in a relevant field.
• Minimum 1 year of experience in a customer service or call center environment, preferably in the banking or financial industry.
• Excellent communication skills, both verbal and written, with the ability to build rapport quickly.
• Strong problem-solving and analytical skills, with a customer-centric approach.
• Proficiency in using CRM systems and basic computer applications.
• Ability to work in a fast-paced, target-driven environment, managing multiple tasks simultaneously.
• A positive and enthusiastic attitude, with a passion for delivering exceptional customer service.
• Willingness to learn and adapt to new processes and technologies.
• Fluency in English is mandatory, with proficiency in additional languages being an advantage.

Experience Level

Entry Level