AddressCustomer Service Officer (Full Time)
Market: Neora International Pty Ltd.
Department:Customer Service (Fulltime)
Reports to: Team Leader (Australia, New Zealand, Singapore and Asia Pacific)
Approved by: Operations (Asia Pacific)
Primary Objective
The primary responsibility of the Customer Service Officer is to assist in the day-to-day operations of the Customer Service Team by working alongside the Customer Service team leader and fellow Officers to ensure the continual improvement of Customer Service standards and that our Customers’ needs are met. Our ideal Customer Service Officer embodies our Culture and Core Values of our business and will become an integral contributor to the team.
Your responsibilities
- Successful relationship and quality support to all of our customers through inbound and outbound communication channels: calls, emails and live chat system.
- Ensuring a high quality standard of the support provided to all Brand Partners and Customers through all Customer Service channels as measured by Key Performance Indicators.
- Retaining and demonstrating a thorough understanding of the company's Policies & Procedures, Compensation Plan, Promotions, Events, and Products, including any updates and training.
- Addressing client requests and issues in a timely and appropriate manner, including but not limited to enrolments, quality and Adverse Events, technical issues and credit/refund procedures, while upholding all policies and procedures, implemented in line with company's standards and relevant Consumer Laws.
- Assisting in the successful management of Customer Service in areas of meeting client satisfaction, improving efficiency of out/inbound call coordination, staff training & other managerial functions to improve the performance of Customer Service.
- Assisting in communication to the field as directed by Management, including letters, emails, social media & updates.
- Drive the company’s Core Values by contributing positively to office culture and in interactions with staff and clients.
- Assist with ad-hoc cross-departmental tasks as required.
- Perform other duties as assigned.
- Working hours are from Monday to Friday: 8:30am –4:30pm (30 minute lunch breaks taken in turns).
- Working hours and schedule are subject to change based on business needs.
Job Qualifications and Attributes
- Minimum of 2 years experience in a similar Customer Service role. *Experience in the Networking Marketing industry is preferred.
- Strong and effective written and oral communication skills; is an open communicator in the workplace.
- Fluent in Mandarin and English.
- Demonstrated ability to work and excel within a team, including achievement of Key Performance Indicators.
- Proficiency in Microsoft applications (Word, Excel, SharePoint and Outlook); Intermediate in Excel.
- Understanding of a high level of personal discretion and confidentiality.
- Excellent organisation skills for ad-hoc tasks and adherence to deadlines.
- Demonstrated quality and accuracy in data entry and written work.
- Works to a high ethical standard and demonstrates consistent integrity and honesty.
- Demonstrated interpersonal skills: calm and respectful, especially with people from different backgrounds.
- Willing to learn new systems, policies and procedures and adaptable to fast-paced work environments.
Applicable Core Competencies
- Integrity
Is honest and dependable
Maintains a strong work ethic and works diligently
Follows company policies
Consistently respects co-workers and clients
Builds trust and exhibits responsible behaviour
- Planning/Organising
Prioritises and plans work activities to meet deadlines
Sets goals thoughtfully with the aim of exceeding objectives
- Problem Solving
Identifies and resolves problems in a timely manner
Gathers and analyses information
Solves problems effectively, both individually and as part of a group
Uses sound reason and addresses any primary issues at hand
- Oral Communication
Speaks and articulates effectively
Able to listen effectively and request clarification when necessary
- Written Communication
Writes clearly and concisely
Edits work; varies writing style to meet specific needs
Presents data effectively
Able to read, understand and interpret written information
- Quality
Demonstrates accuracy and thoroughness
Looks for ways to improve and promote quality
Applies feedback to improve performance
Monitors own work to ensure quality
- Adaptability
Adapts to changes in the work and office environment
Able to handle frequent change, delays, or unexpected events
Participates in internal meetings and events
Note: This job description affords management’s right to assign or reassign duties and responsibilities to this job at any time as seen fit in the line of duty.
