Customer Service Officer (Phone Support)

Job Description

Title: Customer Service Officer (Phone Support)

Company Name: Total Image Group

Vacancy: 1

Location: Anywhere in Bangladesh

Salary: Tk. 80000 - 120000 (Monthly)

Experience:
∎ At least 2 years

Published: 1 Nov 2024

Requirements:

Responsibilities & Context:
∎ Have exceptional written and verbal English communication skills to connect with our Australian customers
∎ Actively listening to understand customers’ needs and concerns.
∎ Experienced with a variety of technology to utilise our systems
∎ Are happy to bring their friendly personalities to their work.
∎ Taking high volumes of customer service phone calls to support our Australian-based customers
∎ Responding to online customer service tickets
∎ Updating information in our technology systems
∎ Data entry tasks
∎ Answering incoming calls and responding to emails promptly and professionally.
∎ Providing accurate information to customers’ inquiries.
∎ Resolving customer complaints or directing them to the appropriate department for resolution.
∎ Ensuring customer satisfaction through effective communication and problem solving.
∎ Adhering to Total Image Group’s scripts and guidelines to ensure consistency in customer interactions.
∎ Participating in quality assurance programs to monitor and improve call centre performance.
∎ Following up on customer experience to gather feedback and identify areas for improvements.
∎ Adapting changes in processes or procedures to maintain quality standards.
∎ Recording customer information accurately into the database.
∎ Documenting customer interactions, including issues raised and resolutions provided.
∎ Maintaining confidentiality of customer data and adhering to data protection regulations.
∎ Updating customer records with any changes or additional information.
∎ Participating in training sessions to stay updated on company policies and procedures.
∎ Managing multiple tasks simultaneously while maintaining quality and efficiency.
∎ Prioritising incoming calls and tasks based on urgency and importance.
∎ Meeting or exceeding performance metrics, such as average handling time and call resolution rate.
∎ Adapting to fluctuating call volumes and workload demands
∎ Give us an example of how you would answer a customer call and establish a warm connection with them?
∎ A customer has called to tell you they are very unhappy because their uniform has not been delivered within the expected timeframe.
∎ Tell us how you would respond to this customer on the phone.
∎ Give us 3 examples of how you would finish a call with a customer.
∎ Tell us about the most difficult customer call you’ve taken and how you resolved it.
∎ Key Selling Points
∎ Have exceptional written and verbal English communication skills to connect with our Australian customers
∎ Actively listening to understand customers’ needs and concerns.
∎ Experienced with a variety of technology to utilise our systems
∎ Are happy to bring their friendly personalities to their work.
∎
∎
∎ Job Context
∎ This is a full-time, work-from-home position, with working hours from 5 AM to 1:30 PM (Bangladesh time), aligning with 10 PM to 6:30 PM (Sydney, Australian time). A scheduled 30-minute lunch break is included.
∎
∎
∎ What’s involved
∎ Taking high volumes of customer service phone calls to support our Australian-based customers
∎ Responding to online customer service tickets
∎ Updating information in our technology systems
∎ Data entry tasks
∎
∎
∎ KEY RESPONSIBILITIES
∎ Answering incoming calls and responding to emails promptly and professionally.
∎ Providing accurate information to customers’ inquiries.
∎ Resolving customer complaints or directing them to the appropriate department for resolution.
∎ Ensuring customer satisfaction through effective communication and problem solving.
∎ Adhering to Total Image Group’s scripts and guidelines to ensure consistency in customer interactions.
∎ Participating in quality assurance programs to monitor and improve call centre performance.
∎ Following up on customer experience to gather feedback and identify areas for improvements.
∎ Adapting changes in processes or procedures to maintain quality standards.
∎ Recording customer information accurately into the database.
∎ Documenting customer interactions, including issues raised and resolutions provided.
∎ Maintaining confidentiality of customer data and adhering to data protection regulations.
∎ Updating customer records with any changes or additional information.
∎ Participating in training sessions to stay updated on company policies and procedures.
∎ Managing multiple tasks simultaneously while maintaining quality and efficiency.
∎ Prioritising incoming calls and tasks based on urgency and importance.
∎ Meeting or exceeding performance metrics, such as average handling time and call resolution rate.
∎ Adapting to fluctuating call volumes and workload demands
∎
∎ Video Resume Questions
∎ To apply for this position, a video resume is mandatory. In your video resume, please address the following questions :
∎ Give us an example of how you would answer a customer call and establish a warm connection with them?
∎ A customer has called to tell you they are very unhappy because their uniform has not been delivered within the expected timeframe.
∎ Tell us how you would respond to this customer on the phone.
∎ Give us 3 examples of how you would finish a call with a customer.
∎ Tell us about the most difficult customer call you’ve taken and how you resolved it.

Skills & Expertise:

Workplace:
∎ Work from home

Employment Status: Full Time

Job Location: Anywhere in Bangladesh

Read Before Apply:

* Without a video resume, your application will not advance to be considered for further evaluation. If you believe this role suits you, please submit your paper resume along with a video resume.

You can upload the video to Google Drive and provide us with the link or attach it directly if possible. In your video resume you might cover some of the points:

• Give us an example of how you would answer a customer call and establish a warm connection with them?

• A customer has called to tell you they are very unhappy because their uniform has not been delivered within the expected timeframe. Tell us how you would respond to this customer on the phone.

• Give us 3 examples of how you would finish a call with a customer.

• Tell us about the most difficult customer call you’ve taken and how you resolved it.

*Please email your application along with the video link to: [email protected]

Apply Procedure:

Email your CV:
∎ Send your CV to the given email [email protected] or Email your CV from My Bdjobs account

Company Information:
∎ Total Image Group
∎ 40 - 44 Sydney St Marrickville, NSW, 2204
∎ https://totalimagegroup.com.au
∎ We are uniform experts, with a promise to deliver fashion forward, fit for purpose products, every time. Total Image Group is over 17 years in the making, with over 30 years manufacturing experience. The success behind our product is our ability to understand brands and tell their story through what people wear to work, through fashionable and practical uniforms.

Watch from Youtube - https://www.youtube.com/watch?v=YRUtmvcK01I

About Us : https://totalimagegroup.com.au/tig-aboutus.pdf

Address::
∎ 40 - 44 Sydney St Marrickville, NSW, 2204
∎ https://totalimagegroup.com.au
∎ We are uniform experts, with a promise to deliver fashion forward, fit for purpose products, every time. Total Image Group is over 17 years in the making, with over 30 years manufacturing experience. The success behind our product is our ability to understand brands and tell their story through what people wear to work, through fashionable and practical uniforms. Watch from Youtube - https://www.youtube.com/watch?v=YRUtmvcK01IAbout Us : https://totalimagegroup.com.au/tig-aboutus.pdf

Application Deadline: 1 Dec 2024

Category: Customer Support/Call Centre