DESKRIPSI PEKERJAAN
To be responsible and dedicated to all incoming telephone enquiries/e-mails / fax or e-service / social media/chats and cases from customers, problems and complaints relating to the Client’s products and services, with the objective of resolving issues as timely, providing First excellent contact resolution.
To meet/exceed productivity and quality standards (eg: e-mail response time, quality call monitoring and customer satisfaction monitors).
Respond to telephone/e-mails / fax or e-service/chat/messages/comment enquiries professionally, in compliance with all internal and Client’s policies and regulatory compliances at all times.
Research required information using available resources follow through in a timely manner.
Provide customers with accurate and precise product and service information.
Drive and educate customers on online or web usage.
Process orders and forms following standard procedures in a timely manner.
Follow up and call-backs as promised, where necessary.
Maintain records of telephonic interactions, orders and accounts according to standard procedures.
To respond positively and openly to feedback from management, and put into practice advice on how to improve continuously.
To escalate any queries or unresolved or priority issues that cannot be completed with the agreed procedure.
To undertake any administration tasks delegated by the Team Lead or Operations Manager, during a low volume of work.
Participation in team activities and regular team meetings, giving feedbacks and innovative ideas, on service and process improvements and make recommendations to the Team Lead.
Undertake any other duties assigned by Management from time to time.
REQUIREMENT
Preferably with at least a Diploma or any equivalent certificates; and possibly considerable with at least Sijil Pelajaran Malaysia (SPM) holder with relevant work experience in a Contact Centre environment or customer service experience.
Ability to read, write and converse fluently in English and Bahasa Malaysia.
The ability to converse in Mandarin is an added advantage. Language allowance for Mandarin-speaking candidates will be provided.
Able to work on rotational shifts including night shift (if and when required), weekends and public holidays.
Possess outstanding customer service skills, customer-focused, with a desire to resolve each customer's issue.
Strong interpersonal skills and ability to manage difficult customer situation.
Possess good working attitude, self-motivated, good communication skills, teamwork and able to interact with various people at the work location.
Punctual and disciplined.
Basic computer skills in Windows environment and Microsoft Office applications including MS Outlook, Word, and Excel.
Typing proficiency of 35 wpm and accurate data entry skills.
Career Progression
DETAIL LOWONGAN
- Umur -
- Min GPA -
- Min. Qualification D3
- Min Experience Staff
