Job Vacancies at Virtual HR - 2 Positions

The Customer Service Agent will be responsible for responding promptly and effectively to incoming customer calls, chats and emails as well as providing technical support to customers.

Job Accountabilities

• Handling and resolving customers’ issue via email, online chatting tools and phones (inbound and outbound)
• Providing answers and solutions to the customers in a professional manner
• Responding promptly and effectively to incoming customer calls, chats and emails
• Ensuring that more complex customer issues are followed up and resolved in a timely manner
• Developing customer relationships by maintaining contact at an appropriate level
• Ensuring feedback on recurring customer issues is given to the Team Leader

Qualifications

• Diploma/ Degree in Customer Service or any related field
• A minimum of 2 years’ experience in a similar role or contact centre environment
• Strong organisational skills, with a proven track record of working under pressure and tight deadlines
• Excellent communication, problem solving and interpersonal skills
• A proven team player with a can do attitude.
• Flexible approach to working in a dynamic and often hectic environment

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The Customer Service Team Leader will be responsible for driving maximum efficiency and high levels of customer service whilst preserving the image of the company.

Job Accountabilities

• Providing training and development to the Customer Service staff
• Ensuring efficient communications to customers
• Ensuring daily/weekly/monthly reporting is managed in line with management expectations
• Responsible for chat/call/email evaluation, resolution and follow up.
• Working closely with the QA function to ensure continuous improvement
• Developing, implementing and maintaining policies and procedures to ensure quality customer service
• Ensuring quality customer service, product innovations and promotions
• Providing effective feedback to the Management regarding process flow and interdepartmental concerns when necessary

Qualifications

• Degree in Customer Service or any related field
• A minimum of 4 years’ experience in a similar role
• Proficient in MS Office applications
• Results-oriented with a sense of urgency, and manages stress and pressure well
• Excellent communication and problem solving skills
• Strong organisational skills, with a proven track record of working under pressure and tight deadlines