Call Center

Job Purpose

 

The Customer Service Representative (CSR) will be responsible for managing both inbound and outbound client interactions, ensuring timely, accurate and professional service across all client engagements.

 

The role will handle client enquiries, complaints and follow-ups while proactively engaging clients for account activation, issue resolution, re-engagement, lead conversion, cross-selling and up-selling opportunities.

 

Responsibilities

 

• Manage inbound calls and respond to client enquiries, requests and complaints in a professional and timely manner.
• Conduct outbound calls for account activation, pending onboarding, issue follow-ups, dormant client re-engagement, lead conversion and product awareness.
• Provide accurate and complete information using approved systems, tools and resources.
• Identify client needs and proactively introduce relevant products and services, supporting cross-selling and up-selling.
• Follow up with clients to ensure issues are resolved and clients are satisfied with the outcome.
• Handle and escalate complaints in accordance with approved procedures and service timelines.
• Maintain accurate records of client interactions, enquiries, complaints, follow-ups and outcomes in the relevant systems.
• Work closely with other departments to resolve client issues and facilitate client solutions.
• Support client onboarding, account activation and adoption of digital platforms.
• Identify and refer potential leads to the relevant business teams.
• Maintain a high standard of client confidentiality and contribute to the continuous improvement of the Call Center.
• Perform any other related duties as assigned from time to time.

 

 

Requirements

• Strong telephone etiquette and active listening skills.
• Customer-focused with strong interpersonal skills.
• Good problem-solving and complaint-handling abilities.
• Ability to communicate with different types of clients professionally and effectively.
• Strong follow-up and attention to detail.
• Ability to multitask, prioritise and work under pressure.
• Proactive and target-oriented, with an interest in sales and client conversion.
• Good computer and CRM system skills.
• Genuine commitment to delivering excellent client experience.