TDCX

• As an Account Specialist, you will be working with our ePayment Account to deliver #happier customer experience. • E-payment allows users, from fledgling start-ups to Fortune 500 companies to accept payments to power their businesses. • Support has always been at the core of E-payment and, as the company expands globally; your work will help provide the highest quality of support to new and existing users. • Most of the time you’ll communicate with users via multiple channels including phone, chat, and email. • E-payment users can ask tough questions. • You’ll need to be willing to spend time paying individual attention to users, carefully researching their issues and asking for help from the rest of the team when you need it

• Provide excellent support experience to customers via all relevant communication channels. • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified. • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards. • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience. • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures. • Build sustainable relationships and engage customers by taking the extra mile. • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Responds and addresses customers' problems in a timely manner utilizing our support system • Supports customer in a high quality, engaging, and empathetic 1:1 discussion. • Troubleshoot technical issue if required. • Utilizes proprietary and external tools and resources to identify and resolve customers' inquiries • Provides feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience • Understands the technical back end and operations of our project • Improves and expands technical knowledge and familiarity with technical issues to better assist customer • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Provide exceptional customer care and support to care organizations • Handle customer support phone calls from care organizations using the medicine dispensing robots and the connecting administrative system (Telecare system) • Provide high-quality assistance to customers with their various questions related to using and refilling robots, handling alarms, and operating the Telecare system • Remote corrections and other alarms in the background system • Escalating possible issues to tier 2 when unable to resolve the issue • Prioritize and coordinate tasks and assignments • Documenting each call with relevant and necessary information

• To support, manage and implementation of practices to ensure quality and processes adhere to standards and internal quality audits. • Leading, mentoring and developing team members to promote quality awareness, implement quality programs and initiatives towards Customer Experience Excellence. • Perform quality spot checks of service tickets, phone calls, and other customer interactions to ensure that all applicable standards are met or exceeded. • Compile and analyses data (customer scorecards, on time delivery, and other performance metrics) on a regular basis to find and report on trends that indicate existing and emerging service gaps. • Analyze workflow issues and call audits and advise management of trends and recommend resolutions to improve call quality or integrity • Review, investigate and resolve inquiries regarding member services’ issues for internal and external customers • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Provide excellent support experience to customers via all relevant communication channels. • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified. • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards. • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience. • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures • Build sustainable relationships and engage customers by taking the extra mile • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Make outbound call on the provided leads and encourage the given offer to customers • Convince and enroll interested customers over the phone • Accurately update the system on the call outcome • Deliver good customer experience by focusing on customers wants and needs • Go “extra mile” to meet sales quota • Meeting the quality service standards • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Provide excellent support experience to customers via all relevant communication channels • Identify customer's needs, researching any existing issue in order to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures • Build sustainable relationships and engage customers by taking the extra mile • Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Quality Management System of TDCX.

• Recognizing and strengthening clients’ interest in purchasing, converting their interest into phone orders • Generating additional sales and increasing the average basket by cross-selling, upselling etc. • Selling through Telephone and Chat • Providing the client with all offline and online options across their journey • Answering service and ecommerce related calls from private clients • Answering service and ecommerce related emails from private clients • Answering incoming chat or messaging from private clients • Providing servicing advice (pre-repair) • Providing information on existing repairs where needed • Taking care of clienteling activities, reaching out to clients proactively to strengthen connection and avoid escalations

• Recognize and nurture clients' purchase intent and convert interest into phone orders • Generate additional sales and increase average order value through cross-selling and upselling • Sell via telephone and chat • Present clients with all available offline and online options throughout their journey • Handle service- and e-commerce-related calls from private customers • Respond to service- and e-commerce-related emails from private customers • Manage incoming chats and messages from private customers • Provide servicing advice (pre-repair) • Provide updates on ongoing repairs as needed • Conduct clienteling activities, proactively reaching out to clients to strengthen relationships and prevent escalations