Job Summary: Executive - Customer Care will answer inbound calls from customers who want to lodge complaints, respond to enquiries & follow-ups and provide general information. Executive - Customer Care will be a member of a Team and report to a Contact Centre Team Leader. Executive - Customer Care may also interact with the customers via voice or other communication channels. Job Duties: Answer inbound calls Manage and resolve customer complaints Identify and escalate issues to Team Leader and Manager Provide service information to customers Research required information using available resources Research, identify, and resolve customer complaints using applicable software Route calls to appropriate resources Document all call information according to standard operating procedures Recognize, document, and alert the management team of trends in customer calls Follow up customer calls where necessary Complete call logs and reports Other duties as assigned

Skills/Qualifications: Proficient in relevant computer applications 1-3 years of experience in a contact centre environment Knowledge of customer service practices and principles Excellent data entry and typing skills Superior listening, verbal, and written communication skills Ability to handle stressful situation appropriately