Job Description

• To deliver best customer experiences and services through phone, email, SMS, web, live chat and social media channel to existing customers throughout the term of their financial or lease agreement and prospective customers to ensure high level of customer satisfaction and loyalty.

• Act as a point of escalation for customer complaint, review and resolve customer complaints.

• Understand customer issues and concerns, identify root cause, and provide first contact resolutions in a timely and efficient manner.

• Monitoring customer satisfaction index levels to identify trends or problems with customer service quality.

• Build sustainable relationships and engage customers by taking the extra mile.

• Keep records of all conversations in our call center database in a comprehensible way.

• Meet personal/team qualitative and quantitative targets.

• Promotes additional services by recognizing opportunities to up-sell accounts; explaining new products and services.

• Responds to customer inquiries efficiently by understanding inquiry, reviewing previous inquiries and responses, gather information quickly and relay that information clearly and coherently to customers and prospects to ensure customer\xe2\x80\x99s needs are managed and met.

• Verify customer understanding of the solution or information and provide additional customer education as needed to prevent call backs on the same issues or inquiries.

• Assist in Customer Experience (CX) initiatives by performing customer behavior and preference analysis, tracking trends, monitor factors impacting customer experience and communicating key drivers and variances to superior.

• Assist with preparation of monthly team performance reporting.

• Manage the administration of customer billing, receivables and others as assigned.

• Work with accounting team to assist in bank reconciliation issues.

• Assist and support new business & strategy, additional business needs, digital initiatives and user acceptance testing (UAT) when assigned by superior.

• Overseeing the training of new employees to ensure they are able to perform their jobs effectively.

Education: Diploma or Degree in Business Admin or related field

Work experience: At least 5 years\xe2\x80\x99 experience in customer service, call centre, financial services or related fields.

Professional & Interpersonal skills:

• Ability to go beyond to deliver exceptional customer experience.

• Excellent communication skills coupled with good listening and critical thinking skills.

• Intellectual curiosity, strong problem solving skills with a demonstrated record of success in both internal and external environment.

• Ability to plan and prioritize activities whilst maintaining accuracy and adhering to strict deadlines.

• Possess the values of integrity, passion, respect and discipline.

• Ability to work in a team as well as be independent.

• Working knowledge in digital platform and CRM tools is a plus.

Language skills: Excellent command in spoken and written English. Ability to converse in Mandarin/Cantonese is a must.

Mercedes-Benz