1) To take incoming telephone enquiries, problems or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
2) To work as part of a team of Customer Service Executives, Specialist – Operations and Assistant Manager.
3) Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer’s concern.
4) Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call.
5) To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors).
6) To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
7) To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
8) To recognize the importance of the telephone calls as a way of supporting and enhancing our client’s brand.
9) To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
10) To respond positively and openly to feedback from the Assistant Manager and colleagues and put into practice advice on how to improve.
11) To escalate any queries or unresolved issues that cannot be completed within the agreed procedures.
12) To undertake any administration tasks delegated by the Assistant Manager.
13) To proactively identify areas for service and procedural improvement and make recommendations to the Assistant Manager.
Qualifications / Work experience /Skills:
1) SPM /STPM / Diploma /Degree in any discipline.
2) Good command of spoken and written English and Bahasa Malaysia; Ability to read, write & speak Mandarin is an advantage
3) This position is available for mothers only.
4) Customer service oriented preferably with at least 1 year working experience in customer service
5) Display excellent communication, problem solving and people skills.
6) Able to work independently as well as a team player.
7) Able to work on shift (include weekends and public holidays if required)
Working Hours: 8:30 AM -5:30 PM/ 9:00AM - 6:00PM
Operating Days : 5 days a week (Monday - Friday)
Benefits:
EPF, Socso, Medical Benefit is provided, Annual Leave - 15 days