Job Description

Support Concierges servicing high profile program client requests, demo requests, and other

requests as necessary via phone, email, chat, and other communication mediums in accordance with the demand to ensure customer experience remains the utmost priority

- Manages all escalations and complaints with the appropriate priority and diligence.

- Conduct thorough investigation to identify root cause of escalation and identify areas of opportunity. Offer preventive suggestion to Management for service improvement

- Act as Floor Lead and manage floor activity in the absence of Management. Support new hire orientation on- boarding, mentorship, on-the-job training and operation review

- Ensures call and case quality compliance.

- Perform trouble shooting to customer requests of complexity to enhance customer satisfaction

- Assist Management to review operational process to cope with the changing customer trend

- Strives to leave the customer with a positive customer experience after every contact

- Provides accurate and timely information regarding requests

- Establishes relationships with customers, learning their likes and dislikes

- Assist to perform regular team performance evaluation to ensure uphold of highest levels of customer service and quality

- Proactive involvement in offering advice and assistance to resolve questions/situations raised by junior staffs

- Provide feedback to line manager on operations improvement

- Initiates procedure recap/update to ensure standardization when fulfilling customer requests with high quality customer service guidelines

- Communicates responses in a clear, professional, and concise manner

- Represents clients’ brands in a professional, courteous manner

- Attends meetings and trainings as required to obtain new and pertinent information about clients and how to assist customers

- Uses enterprise solutions and other sources to assist customers, enter pertinent customer data, and process required information

- Applies client and Group policies as applicable whenever interacting with customers