Customer Relationship Manager - Contact Centre Inbound

Sky Service Distribution - RM-Sky Channel-Contact Centre Inbound

As a Sky Service Distribution RM, you will be the front-line representative for our Sky Channel-Contact Centre Inbound department, responsible for delivering an exceptional customer experience. Your primary focus will be on managing customer relationships, providing timely and accurate information, and resolving customer inquiries and complaints. You will play a crucial role in maintaining and enhancing our brand reputation and customer loyalty.

• Handle customer inquiries and complaints via phone, email, and other communication channels.
• Provide accurate and timely information to customers regarding products, services, and policies.
• Resolve customer issues and concerns in a friendly and professional manner.
• Maintain a high level of customer satisfaction by ensuring quick response times and efficient issue resolution.
• Document and track customer interactions, ensuring accurate record-keeping.
• Identify and escalate complex or sensitive customer issues to the appropriate team or manager.
• Collaborate with cross-functional teams to ensure a seamless customer experience.
• Stay updated with product knowledge and industry trends to provide accurate advice to customers.
• Participate in team meetings and training sessions to enhance skills and knowledge.
• Maintain a positive and professional attitude, representing the company's values and culture.

• Minimum of a high school diploma or equivalent.
• 1-2 years of experience in a customer service or call center environment, preferably in a banking or financial institution.
• Excellent communication and interpersonal skills, with the ability to build rapport with customers.
• Strong problem-solving and analytical skills, with the ability to think critically and make sound decisions.
• Proficiency in using computers and customer relationship management (CRM) systems.
• Ability to work independently and manage multiple tasks simultaneously.
• Flexibility to work in shifts, including weekends and holidays, as per business needs.
• Willingness to undergo training and development programs to enhance skills.
• Strong work ethic and a customer-centric approach.
• Fluency in English and any other regional language is an advantage.

Experience Level

Mid Level