Job Description

Contract For Service

Location: Malaysia (MY), SESCO Kuching (KUCH)

Company: Sarawak Energy Berhad, Retail (50034029), Customer Care Centre (50034065),

Number of Openings: 1

Job Category: Contract

Closing Date: 14 July 2023



SCOPE OF SERVICES:

• Respond to customer queries across different platforms, including but not limited to telephony, email, SMS, web chat and mobile app, within the agreed response time set forth by the Company whilst maintaining excellent service quality.
• Ensure all customers\' queries are answered with the aim of a first call resolution.
• Respond to customer queries with information about products, services, and technical assistance.
• Identify customers\' needs, clarify information, and research every issue before providing the best solutions to customers.
• Work on shift duty environment.

THINKING ENVIRONMENT & CHALLENGES (PROBLEM-SOLVING):

• Understanding the customer\'s needs through actively listening and probing questions to identify the root cause and best solution based on the company\'s processes and procedures.
• Empathetic with customers to build a relationship that instills trust between customers and the organization.
• Multitasking while ensuring personalized experience is achieved for the customer.

QUALIFICATION & WORK EXPERIENCE (KNOW-HOW):

• Degree in Business Marketing or Degree in Public Relations or equivalent.
• Fluency in spoken and written English & Bahasa Malaysia is essential.
• Fluency in spoken local dialect is essential.
• Fluency in Mandarin is an advantage.
• Sound knowledge of telephone etiquette.
• Preferably minimum of 2 years relevant working experience.
• Familiarity with CRM systems and call centre practices will be an added advantage.

This position is offered on Contract for Service terms & conditions.

Sarawak Energy