Customer Care Executive

Job Description: Actively listen to customers to identify their issue and offer suitable solutions to meet to address their concern. Resolve at least 90% queries received on the first instance without escalation. Ensure accurate data logging into the CRM system in compliance with internal standards. Identify problems and make recommendation for change or improvements. Stay informed about new and changing policies to ensure the provision of accurate advice to customers, while also engaging in continuous learning to broaden knowledge relevant to the role. Participate in cross-training to expand expertise in other domains Manage concurrent workstreams efficiently in a fast-paced environment, adapting to the frequent introduction of new policies and requirements. Perform any ad-hoc tasks assigned by the supervisor Knowledge Competency: Domain-specific training equips agents with the knowledge required to address customer enquiries accurately and in accordance with approved policies and guidelines. Agents must successfully complete modular assessments during the training phase, achieving the required minimum scores to demonstrate readiness. Technical and System Competency: Agents are trained to proficiently use all systems and tools required to support Ministry operations, including case management platforms, CRM systems, and digital service applications and AI assisted Tools. Thanks,and Best Regards KaranamVijaya Kiran (EARegistration no: R1443178) HP:+65 92333815 RecruitmentManager HeliusTechnologies Pte Ltd (EA Licence No: 11C3373) https://www.linkedin.com/in/vijay-karanam-68462131/