Job Description

As a Call Centre Agent, your role involves quickly responding to customer inquiries via live chat, calls and email, ensuring accurate information delivery and assistance with orders and products. You'll handle complaints effectively, maintaining professionalism and escalating complex issues for resolution, while continuously seeking opportunities for process improvement and meeting performance targets to ensure customer satisfaction.

To respond promptly to customer inquiries via live chat and calls, providing accurate information and assistance regarding E-commerce products, orders, and services. To handle customer complaints, troubleshoot problems, and escalate complex issues to appropriate teams or supervisors for resolution. To maintain a professional and courteous demeanor during interactions with customers, ensuring high-quality service and customer satisfaction. To keep detailed records of customer interactions, transactions, inquiries, and complaints using designated software or CRM systems. To follow established procedures and protocols for handling customer inquiries and escalations, adhering to company policies and standards. To collaborate with cross-functional teams, including logistics, sales, and product departments, to resolve customer issues and improve service delivery. To stay informed about E-commerce products, promotions, policies, and procedures to provide accurate and up-to-date information to customers. To meet or exceed performance targets, including response time, resolution time, customer satisfaction ratings, and quality assurance metrics. To maintain confidentiality of customer information and adhere to data protection regulations and privacy policies. 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 company.

Requirements

Possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.

Preferably Immediate Joiner

Have at least 6 months experience in customer service, preferably in call centre industry. Have excellent verbal and written communication. Able to achieve typing speed of 40 wpm/ 100% accuracy or above. Comfortable working in rotational shift and working days.
Job Types: Full-time, Permanent

Pay: RM2,800.00 - RM3,000.00 per month

Benefits:

Opportunities for promotion Professional development
Work Location: In person