Synlink Recruitment Outsourcing Co. Inc. Customer Service Agent

Synlink Recruitment Outsourcing Co. Inc.

HK$2.4-3.7K[月薪]

现场办公 - 達義無需經驗高中全職

Customer Interaction* Answer inbound calls promptly and professionally, adhering to established service level agreements (SLAs).* Actively listen to customer concerns to understand and diagnose the core issue.* Provide accurate information and effective solutions regarding products, services, billing, and technical issues.
Problem Resolution* Troubleshoot complex issues and escalate unresolved problems to the appropriate internal teams (e.g., Tier 2 support, management).* Maintain ownership of the customer issue until a satisfactory resolution is achieved.
Data Management* Accurately document all customer interactions, transactions, and resolutions in the Customer Relationship Management (CRM) system.* Update and maintain customer records and account information.
Compliance & Quality* Adhere to all company policies, procedures, and quality standards during every interaction.* Meet or exceed individual and team performance metrics, including average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT) scores.
Sales (as applicable)* Identify potential sales or upgrade opportunities and successfully cross-sell or up-sell products/services when appropriate.