TDCX

Customer Support

• 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.

Customer Service Specialist, Japanese Speaker

Sales

• Reach prospective advertisers through phone and email and assess their compatibility to advertise with Digital Marketing Client
• Conduct a Needs Assessment to determine which team is most appropriate to service the customer
• Route customer to the appropriate team either by setting a follow-up appointment with a sales rep or routing the opportunity through systems as required
• Be involved in various types of activities such as planning business events and implementing them
• Set reasonable and clear expectations that lead to satisfied customers
• Sending out direct mails and following up over the phone until decision makers are reached or maximum numbers of contact attempts have been reached
• 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

Pre-Sales

Lead Generation

• Assess and make outbound calls for our potential client from specific source details
• Develop an understanding of business profiles, needs and expectations
• To determine the online advertising goals of the caller
• To develop and maintain a strong knowledge of available tools and systems
• To set reasonable and clear expectations that lead to satisfied customers
• To communicate clearly with colleagues to ensure high quality service for 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.

Lead Generation Specialist

• Reach prospective advertisers through phone and email and assess their compatibility to advertise with Digital Marketing Client.
• Conduct a Needs Assessment to determine which team is most appropriate to service the customer.
• Route customer to the appropriate team either by setting a follow-up appointment with a sales rep or routing the opportunity through systems as required.
• Be involved in various types of activities such as planning business events and implementing them.
• Set reasonable and clear expectations that lead to satisfied customers
• Sending out direct mails and following up over the phone until decision makers are reached or maximum numbers of contact attempts have been reached.
• 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.

Account Executive

• Ensure a thorough support and follow-up at all stages of the Customer Relation
• General enquiries upstream, selling process and after-sale service with customers throughout the different media channels such as telephone, email, website, web chat, social media
• Answering incoming calls and enquiries for any requests, including general information requests on campaign facilities and quote requests
• Handling and qualifying incoming complaints, ensuring that the service provider's agents provide all reasonable assistance and information to Client in order to solve them or in specific cases
• Handling outbound call campaigns provided the campaigns are given sufficient and adequate advance notice to TDCX
• Transform Direct (Individual customers) and Indirect (agencies) traffic into sales and provide a high quality of customer service
• 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

Sales Consultant

Business Development Rep

• Data profiler of prospects and contacts from target accounts to fill in the agreed fields, by both LinkedIn search and tele call-out.
• Update and performance tracking would be done in SFDC.
• During the Tele-profiling, ask standard questions if the contact would like to talk to our Sales (Tele-prospecting Qualified Lead (TQL)).
• Pickup Online Chat requests (TQL).
• Ticket to entry - Deliver results the right way: Drive for results, Dealing with ambiguity, Intellectual horsepower, command Skills, Integrity and trust.
• 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.

Business Development Specialist

• 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.

Retail Customer Care Specialist

Customer Service Specialist – Mandarin Speaker

• Demonstrate industry & fundamental customer business understanding
• Focus on selling to businesses with mid-level of consultative sales
• Uncover customer business needs and align solutions to customers’ objective
• Identify customer objectives and marketing KPI’s
• Understand sales pipeline and track client campaign ROI
• Become subject matter expert on products, features and enhancements
• Deliver campaign setup and optimization recommendations
• Provide customer feedback and product learnings back into organization
• Monitor active client campaigns and provide timely enhancement recommendations
• Proactively identify opportunities to improve customer experience
• Identify and recommend upsell opportunities

Account Executive, English

Inside Sales

• Close incoming sales opportunities, selling the benefits of the products to ensure that short term goals, objects and quotas are met
• Assist customers with order placement, providing product information and advice related to products and services that best suit the customers’ needs
• Ensure that products, services and solutions recommended to clients will fulfill their needs
• Offer a high level of service meeting our department key metrics for Sales, Quality and Productivity
• Ability to overachieve on daily and monthly targets
• Recognize, document and escalate customer issues or trends following appropriate communication and escalation channels where required
• Maintain product knowledge by attending training workshops and keeping up to date on product material
• 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.

Inside Sales Account Manager

• 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.

Senior Customer Service Specialist – Mandarin Speaker

• Customer-first approach with a proven understanding of how to uncover key business objectives and how to maximise customer value
• Management of high-volume Inbound & Outbound sales motions with regular customer contact across all stages of the sales funnel via phone, email, video and social media outreach
• Ability to identify relevant alternative points of contact as appropriate to outreach strategy through tools such as Sales Navigator as well as all forms of desk research
• Comfortable prioritising competing workload demands to ensure the meeting of sales targets.
• Adherence to all response-time SLA’s as well as use of mandatory sales cadences always
• Actively manage sales pipeline with a focus on moving all prospects through the sales funnel.
• Document all relevant prospect & customer interactions on CRM (SFDC)
• Transition qualified leads from pipeline to onboarding team to further the customer journey and buying process
• Review & report on daily, monthly & quarterly metrics to help achieve sales goals
• Provide accurate and timely information to management
• Communicate customer successes to Managers in a clear & concise way
• Partner with colleagues to facilitate best-practice sharing and continual learning

Recruitment

• Manage end-to-end employee lifecycle management including employee onboarding and offboarding processes, preparing employment contracts, conducting orientation sessions, and coordinating exit interviews
• Lead and manage the full recruitment cycle, including job posting, sourcing candidates, screening resumes, coordinating interviews, and facilitating the selection and offer process
• Partner with hiring managers to understand manpower requirements and develop effective recruitment strategies to attract suitable candidates
• Build and maintain a strong talent pipeline through various sourcing channels such as job portals, social media, and recruitment agencies
• Ensure a positive candidate experience throughout the hiring process, including timely communication and interview coordination
• Manage day-to-day HR activities, including maintaining employee records
• Monitor personal files and ensure HRIS records are updated timely and accurately
• Maintain and update HR & Compensation & Benefits (C&B) documents, such as employee handbooks and benefits policies
• Address employee inquiries related to HR policies, benefits, and other HR-related matters
• Oversee work pass matters of foreign workers
• Any other ad-hoc tasks as assigned

HR Executive, Recruitment

Client Services Representative

• Provide excellent customer experience via all relevant communication channels (telephone, email, live chat and other social media)
• Identify and analyse trends in customer satisfaction/dissatisfaction levels and provide appropriate improvement plans to drive sales through professional and courteous client interactions
• Display strong selling and negotiating skills; overcome objections and ask probing questions to close sales and gain understanding of client needs and motivations
• Collaborate with existing customer service team to provide strong after-sales services by cultivating new and existing client relationships through exceptional service
• Develop and execute a clienteling plan for the clients and prospects, personalize relationship and anticipate their needs
• Accurately process all required data/information using appropriate systems and tools while adhering to the company’s group data security policy and escalating emergencies to the team leader while providing solutions for improvements
• Stay abreast of launches, campaigns and internal processes to answer a wide variety of customer inquiries, including product availability, characteristics, service and all other inquiries
• Perform other duties and responsibilities that may be assigned to you by the management within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the Quality Management System of TDCX.

Customer Service Specialist, Japanese Speaker

Pre-Sales

Lead Generation Specialist

Pre-Sales

Sales Consultant

Business Development Specialist

Retail Customer Care Specialist

Retail Customer Care Specialist

Customer Service Specialist – Mandarin Speaker

Account Executive, English

Inside Sales Account Manager

Senior Customer Service Specialist – Mandarin Speaker

Lead Generation Specialist

HR Executive, Recruitment

Client Service Associate