Customer Service Representative - Inbound Contact Centre

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

As a Sky Service Potential, you will be the first point of contact for our customers, providing timely and accurate responses to their inquiries. Your role is crucial in maintaining a positive customer experience and building long-term relationships. You will need to stay updated with our products, services, and policies to address customer concerns effectively.

• Resolve customer issues and concerns promptly, ensuring high satisfaction levels.
• Maintain a deep understanding of our products, services, and policies to provide accurate information.
• Respond to customer inquiries through various channels, including phone, email, and live chat.
• Handle customer complaints and provide suitable resolutions, maintaining a calm and professional demeanor.
• Up-sell and cross-sell our products and services, identifying opportunities to enhance customer value.
• Collaborate with other teams to ensure a seamless customer journey and efficient issue resolution.
• Document customer interactions and maintain accurate records for future reference.
• Stay updated with industry trends and competitor offerings to enhance our customer service strategies.
• Participate in training sessions to improve your skills and stay informed about new developments.

• A high school diploma or equivalent qualification is required.
• Previous experience in a customer service role, preferably in a contact center environment.
• Excellent communication skills, both verbal and written, with the ability to communicate effectively with customers.
• Strong problem-solving skills and the ability to think critically to resolve customer issues.
• Proficiency in using computers and various software applications, including CRM systems.
• Ability to work in a fast-paced environment and manage multiple tasks simultaneously.
• A customer-centric approach with a focus on delivering exceptional service.
• Willingness to learn and adapt to new processes and technologies.
• Strong work ethic and a positive attitude towards providing excellent customer service.