Job Description

The Responsibilities of the Role: -

To take incoming telephone enquiries, problems, or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer's issue as quickly as possible. Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer's concern. Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call. To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors). To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call. To make any ad-hoc outgoing calls to customers as required resolving an outstanding query. To recognize the importance of the telephone calls as a way of supporting and enhancing our client's brand. To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager. To respond positively and openly to feedback from the Assistant Manager and colleagues and put into practice advice on how to improve. To escalate any queries or unresolved issues that cannot be completed within the agreed procedures. To undertake any administration tasks delegated by the Assistant Manager. To proactively identify areas for service and procedural improvement and make recommendations to the Assistant Manager.

The Requirements for the Role: -

SPM/STPM/Diploma/Degree in any discipline

Excellent command of spoken and written English and Bahasa Malaysia

Possess initiative, able to work independently and as a team. Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.

The Package: -

Attractive Salary Performance related bonus 15 days Annual Leave. 14 days Medical Leave. * Medical and hospitalization insurance coverage.