Job Description

Title: Customer Support Location: Penang Duration: Permanent Strive towards customer retention and loyalty, fully supporting the End-User to achieve a successful outcome to his/her enquiry Log customer interactions into the customer relationship database and follow escalation procedures to resolve problems Track and follow cases to ensure that they are closed in an efficient and timely manner Provide and maintain strong, professional relationship with all customers and always show empathy at all times Research to the Knowledge Base to troubleshoot customer problems and resolve issues Handle customers complaints according to Client\'s procedures and log cases appropriately Perform outbound calls of various types, including but not limited to sales, case follow-up, market research, etc. Ensure all support calls and (when applicable) emails and chats are answered and resolved within the agreed SLAs Follow Contact Centre procedures and ensure availability to take calls, adopting the call handling procedure and AUX code guidelines Work effectively as part of a team, developing effective and supportive relationships with colleagues and Management Provide feedback to his/her superior on new/emerging issues that have been identified and work to proactively highlight areas that need to be improved Take on board feedback and adapt skill accordingly Be positive and proactive and have a desire for applying continuous improvement processes Adhere to Teleperformance Rules & Regulations on personal & performance data Confidentiality & Security Adhere to Internal and External Standards as those released by the Steering Committees Attend recurrent trainings published by the Client/Company on a regular basis Other duties as assigned

foundit