Customer Service Executive

KEY RESPONSIBILITIES:

• Manage inbound and outbound calls by providing optimum service to customers.
• Resolve customer service enquiries and issues promptly, ensure effective & timely follow up.
• Maintain and ensure customers’ records are updated into customer database accurately.
• Liaise with company’s clients in relation to customer service issues.
• Prepare contact reports and analysis on inbound/outbound calls.
• Support Supervisor/Manager to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate.
• To fulfil all call work related to SG’s management of the client database which includes calls to Active, Unrealised, Inactive and one-off donors for various reasons such as to obtain new financial details, to upgrade donation amount, to reactivate the donor, to convert the donor to recurring etc.
• To call donors upon receiving bounced mail to obtain a correct and complete mailing address
• To attend and manage all inbound calls from donors
• Any additional or ad-hoc call campaign agreed upon with the client.
• Ensure calls are completed within stipulated timelines which will be determined upon the assignment of the respective call work.
• Ensure details entered in the system is correct and accurate at all times.
• Ensure each call, inbound and outbound is handled professionally and courteously leading to a closure satisfactory to the donor.
• To raise to superior’s attention immediately upon encountering backlash or negative feedback from the donors relating to any areas of SG or the recruiter’s obligations to the client, inconsistencies in the data/call list, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines.
• Engagement Extraordinaire & Charity Advocacy - Reach out to potential donors through various channels, including phone and email, using fluent English, spark interest in impactful campaigns, and build meaningful connections by presenting the value and stories of our supported charities.
• Sales Superstar & Team Synergy - Consistently meet and exceed sales targets while working collaboratively with your team to drive the growth of our mission-driven organization.
• Meticulous Tracking & Continuous Learning - Keep accurate records of donor interactions and sales activities, and continuously pursue training opportunities to enhance personal and professional development.
• High School certificate, Diploma, or Degree (or equivalent) in any field.
• Minimum of 1 year experience in sales, marketing, or fundraising, demonstrating your ability to drive results.
• Communication Champ: Strong interpersonal and communication skills to effectively connect with donors and convey charity value, fluently in English.
• Team Player: Collaborative mindset with the ability to work effectively in a remote team environment.
• Goal-Driven: Proven track record of achieving or surpassing targets, showcasing your determination and focus.
• Tech-Savvy: Proficiency in Microsoft Office, ensuring smooth communication and organization.