Job Description

Concentrix Malaysia offers both work at home and in office careers. The organization helps the world\'s best brands deliver exceptional experiences with exceptional outcomes.The RolePrimary Job Functions:

• Answer incoming calls including email and chat in a timely manner
• Identify customers\xe2\x80\x99 needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep the customer\xe2\x80\x99s privacy and protect customer information
• Meet personal/team qualitative and quantitative targets
• Handle simple to difficult inquiries in a given span of time
• Manage different types of callers in a given span of time
• Achieve the given metrics in accordance to the center\xe2\x80\x99s commitment to client
• Manage and resolve customer complaints
• Identify and escalate issues to supervisors
• Provide accurate information and excellent customer service
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable resources
• Process request according to customer\xe2\x80\x99s preference on time
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports
• Other duties as assigned

• Diploma and above
• CS experience is required in a BPO company, Airlines is a plus
• Good communication skills in English

• Opportunity within a company with a solid track record of performance

E INFOMEDIA SOLUTIONS SDN BHD