Client Service Advisor (Call Centre Based)

Singapore, Singapore
28 October 2021
Permanent Job

Position

As a Client Services Advisor (CSA), you will anticipate and manage the enquiries from our clients and through appropriate clienteling, meet their needs through relevant product recommendations and upselling.


Our clients will engage via an omni channel platform where the CSA is expected to deliver exceptional client experience whilst developing a trusted and connected relationship with them. The CSA will be expected to be resourceful and develop relevant solutions to clients by utilizing relevant resources to fulfill their queries and purchases.

 

Operational Excellence

  • Build sound knowledge of clients during interactions via the various channels in the platform, to ensure a personalized interaction and ultimately establish a credible rapport
  • Achieve our day to day operational client services requirements within the established objectives and standards (and not limited to):
    o Service SLAs
    o Sales targets
    o Clientelling
    o Quality Standards (e.g. Voice)
    o Productivity
    o Compliance regulations
  • Deliver extraordinary service on inbound and outbound calls / emails / social media servicing / chat messages and any other channels that may be established
  • Consult with our clients to understand their needs to propose appropriate products
  • Address general and product-specific inquiries from our clients and provide clear and concise information as needed
  • Use tools and resources to identify and anticipate client needs, in a commitment to maintain a first point of contact resolution
  • Handle and resolve client’s queries, requests, issues (including complaints) promptly, professionally and escalate where required
  • Well versed on the operational guidelines and processes
  • Actively supports all new product launches, marketing campaigns and any other initiatives that help drive sales

Service Excellence

  • Ensure that collectively as a team we achieve our Voice targets or any quality metrics consistently
  • As a brand ambassador, represent the brand in a professional manner that builds on client experience
  • Have a sound understanding of our products and services to better fulfill clients needs
  • Actively seek for the latest and most updated information relative to lifestyle and luxury needs and trends to be able to support and understand the needs of our clients
  • Strives to leave the client with a positive client experience after every contact

Profile

Required Competencies

  • Strong ability to multi-task and prioritize tasks in a fast-paced environment
  • Sales driven with excellent client servicing skills
  • Excellent communication skills in English and another language (i.e. Mandarin, Thai, Bahasa) – both written and verbal
  • Self motivated, highly resourceful and solution-oriented
  • Strong problem solving skills with an innovative mindset; always looking for new ways to enhance client experience
  • Ability to function independently whilst with the team at the same time, anticipate and react to frequently changing business and operating climate

Required Work Experience

  • Minimum of 3 years experience preferably in a call center environment but not necessary (ideally with experience in the luxury segment)
  • Strong background in the service industry
  • Exposure to platforms that supports Calls, Emails, Chats, Social Media
  • Working knowledge of MS Office applications

Additional information

Working Location

  • Tampines

Working Hours Requirement

  • Rotational shift including Saturdays, Sundays and Public Holidays
Reference: LVM14624