Job Description

External Open Resourcing

Location: Malaysia (MY), SESCO Miri (MIRI)

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

Number of Openings: 1

Job Category: Contract

Closing Date: 28 March 2023



KEY ACCOUNTABILITIES:

• 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 customer\'s 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.
• Take ownership for effectively solving customer queries by keeping customer satisfaction at the core of every decision and behaviour.
• Build sustainable relationships and engage customers by taking the extra mile.
• Document all interactions details in call center database according to standard operating procedures.
• Recognise, document, and alert the management team of trends in customer calls.
• Dispatch the customer to the rightful section or division and to follow-up on the case.
• Maintain customer satisfaction ratings based on explicit criteria set forth by the Company.
• Attend mandatory training sessions to stay updated on product or company policy changes.
• Work on shift duty environment.

QUALIFICATION:

• Degree in Business / Marketing / Public Relations / equivalent
• Fluency in spoken and written English & Bahasa Malaysia
• Sound knowledge of telephone etiquette
• Familiarity with customer service, CRM systems and call centre practices will be an added advantage
• Fresh graduates are encouraged to apply

SKILLS REQUIREMENT:

• Ability to comprehend, capture and interpret basic customer information.
• Adaptability to fast pace work environment and unexpected demand.
• Sound judgmental powers - ability to manage difficult customer situations, to respond promptly to the needs of the customer, solicit feedback to improve service, respond to requests for service/assistance.
• Ability to multi-task, set priorities and manage time effectively.
• Documenting tasks concisely.
• Dependability; to follow instructions as well as use initiative, takes responsibility for own actions and also keep commitments.
• Strong communication skills along with active listening skills.
• Ability to work well as part of a team and contribute to building team spirit and aiding others to succeed.
• Result driven and be open-minded towards the ideas and views of others, give and welcome feedback.

Preference will be given to internal candidate.

Sarawak Energy