Part Time Call Centre Associate

Job Detail

Phone Call Handling Answer incoming customer calls in a professional, clear, and service-oriented manner. Assist customers with general enquiries, event-related information, facility information, feedback, and service requests. Provide accurate information based on approved FAQs, SOPs, and official communication channels. Record call details accurately in Salesforce, including customer information, enquiry details, actions taken, and follow-up required. Escalate calls that require further assistance, approval, or investigation to the relevant team or supervisor. Salesforce Case Management Manage and respond to customer cases logged in Salesforce within defined timelines. Follow up on phone enquiries that require further action or case creation in Salesforce. Ensure clear and accurate case documentation, including updates, next steps, and closure notes. Coordinate with internal stakeholders to obtain information or resolutions for customer cases. Provide timely updates to customers where required. Validate resolutions and close cases accurately in Salesforce. Escalate urgent, sensitive, or high-risk cases in accordance with SLA requirements. Handover & Continuity Ensure all open cases and pending call follow-ups are clearly documented with next-action details. Highlight urgent, aging, or sensitive cases during shift handovers. Maintain continuity of follow-up to prevent service gaps. Support team members by ensuring proper case ownership and handover when required. Service Quality & Improvement Maintain a professional and customer-centric tone across phone and written communications. Identify recurring enquiries, feedback trends, or operational issues for team review. Support continuous improvement efforts by sharing observations from customer interactions. Adhere to service standards, SOPs, data protection guidelines, and escalation protocols.