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Other customer service agents CNA spoke to described similar situations, with some having to juggle multiple queries from customers at the same time.

t is quite a challenge because … we have a lot of products so I will need to also handle multiple inquiries ranging from general (queries) to billing and troubleshooting,” said Ms Kong Chiau Ling, a customer care executive at Singtel who handles live chat platforms.

“It's very important for me to stay calm and focused and really listen to the customer … to pinpoint what exactly the customer’s issue is about or his concern, so that I can address that particular issue effectively,” she said, adding that responds to about 20-25 chats per day and can be assigned up to five active chats concurrently.

“I try to put myself in the customer’s shoes so I will try to understand why the customer is being so frustrated … because my priority is to help the customer.”

Source: CNA
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