Customer Support Executive

Future Tech is looking for a Customer Support Executive to join our support team. Customer Support Executives are responsible for handling all customer queries/complaints/requests.

Duties

• Handle incoming calls from customers and provide assistance as required.
• Reply to emails from Customers in a timely manner and with a high degree of professionalism.
• Understand and qualify customer requests/complaints and record same in the ticketing system.
• Escalate tickets to relevant operations team and perform necessary follow up until ticket resolution.
• Provide regular update to customers on the status of their requests.
• Update/Close tickets as required.
• Perform KYC for new clients to ensure all required documentation are in order.
• Liaise with clients to follow up on missing documentation.
• Maintain adequate records of customer queries/complaints and resolution provided.
• Serve as a resource/subject matter expert and may provide training to fellow team members
• Any other duties as may be reasonably requested from time to time by your Line Manager.

Requirements

• Minimum HSC
• Minimum 3 years’ experience in a support/customer service role.
• Proficient in the use of crm, ticketing system, email and Microsoft Office.
• Good Analytical skills and attention to details.
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• Excellent Communications (Written and spoken) and interpersonal skills.
• Ability to work on roster (08:00-17:00 and 14:00-23:00)