Representative - Customer Experience

Responding to customers’/ tenants’ inquiries

·         Attend to customers/ tenants’ calls, respond to their inquiries through various communication channels (phone calls, WhatsApp, live chat, email, social media, etc.,) and provide them with the required information within the approved Average Handling Time (AHT).

• Make product and service suggestions to meet the customer’s specific needs.
• Troubleshoot customers/ tenants’ issues over the phone, if possible.

Internal Processes

·         Create case/ inquiry (if not created by the customer/ tenant), review, verify and submit/ delegate the case/ inquiry through the ERP system to the concerned department/ area, ensure all information provided are correct and complete, follow up with the concerned department and keep customers/ tenants updated with the status of their inquiry.

·         Ensure that there are no duplicated cases/ inquiries on the system.

·         Ensure that all inquiries have been fulfilled and all cases have been closed on the ERP system within the approved timeframe.

·         Maintain and improve customer relations department service level by adhering to policies, procedures, process and guidelines.

·         Meet the performance expectations and achieve the individual and department/ group targets (Quality Score, Average Handling time, adherence, etc.,)

·         Respond to and deal with emergency situations.

·         Submit reports, provide updates and perform any other tasks as may be requested by superiors.

Customer/ tenant Satisfaction

·         Ensure customer/ tenant satisfaction by conducting customer/ tenant satisfaction surveys on regular basis.

• Maintain a courteous and calm manner at all times to de-escalate stressful situations.