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Call/Contact Center Professional 1

Job Function:  Call Center
Work Location:  Sirinrat Building
Company:  CMG

Job Purposes

Key Roles and Responsibilities

  • Response for communicate with customer feedback

  • Monitor email traffic and apply instant solution

  • Keep records of customer feedback

Qualifications

Job Description

  •          Response for communicate with customer feedback throughout various channel such as emails, phone call or walk in with professionally skill to provide information about products and services, take/ cancel orders, or obtain details of complaints.
  •          Reply publication email from passenger within the service level agreement (SLA)
  •          Monitor email traffic and apply instant solution to meet service target.
  •          Handle complex & complaint cases as a first touch point and escalate to Supervisor if necessary.
  •          Provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
  •          Keep records of customer feedback (Inquiry, Complaint, Compliment, and Suggestion) in order to get an update status weekly/monthly for management review. Refer unresolved customer grievances or special requests to designated departments for further investigation.
  •          Delivering a quality service, particularly when team members are working in stressful conditions dealing with customer complaints

Additional Information

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