Customer Care Specialist

About us

Roles & Responsibility


1. Responsible to handle customer inquiries through all channels, providing accurate information, ensuring all the
customer queries and or concerns have been answered/addressed following the company standards and winning back
the relationship in every interaction
2. Escalate any issues to the Team Leader and do a proactive follow-up to ensure issues solve within SLA and
communicate the resolution to the customers
3. Ensure all the inquiries received are well documented in the system and follow the standards
4. Maintain high-quality service in every interaction and ensure to achieve performance target
5. Monitor and follow up Fraud Alerts to the Customers and perform all the necessary actions to follow the SOP
6. Provide insight based on the customer's voice to the Team Leader for any issues and or Trends happening to
generate the action plan for improvement
7. Responsible to maintain a safe and pleasant working environment in Customer Care, and embracing the Honest
Value
8. Utilizing all the supporting tools, databases appropriately follow company policy or procedure
9. Taking part in the training needed based on the operational or company requirement
10. Propose to the Team Leader any SOPs and or Scripts that need to be adjusted in order to maintain quality service
and win back relationships with the customers
11. Responsible to keep updated with the product, and promo information in the dynamic working environment
12. Perform all the duties required by the company in line with the standards