Maxis Consumer Outbound Customer Service Representative

Job Summary:

We are seeking a highly skilled and customer-focused Outbound Customer Service Representative to join our Maxis Consumer team. As a key member of our customer service team, you will be responsible for delivering exceptional customer experiences through proactive outbound calls to our valued customers. Your goal will be to build strong relationships, resolve customer issues, and promote our products and services to drive customer loyalty and retention.

Key Responsibilities:

• Proactive Outbound Calls:
• Make outbound calls to customers to resolve issues, provide product information, and offer personalized solutions to meet their needs.
• Utilize customer data and insights to identify opportunities to upsell and cross-sell relevant products and services.
• Customer Issue Resolution:
• Respond to customer inquiries and concerns in a timely and professional manner.
• Troubleshoot and resolve technical issues, and escalate complex issues to relevant teams when necessary.
• Product and Service Promotion:
• Promote Maxis products and services to customers, highlighting features, benefits, and value-added services.
• Offer personalized recommendations to customers based on their usage patterns and preferences.
• Customer Retention and Loyalty:
• Identify opportunities to retain customers at risk of churn and develop strategies to retain them.
• Build strong relationships with customers to increase loyalty and advocacy.
• Data Entry and Record-Keeping:
• Accurately update customer records and interactions in our CRM system.
• Maintain up-to-date knowledge of customer interactions, preferences, and issues.

Requirements:

• Language Skills:
• Fluent in English and Bahasa Malaysia (written and spoken).
• Ability to communicate effectively with customers from diverse backgrounds.
• Customer Service Experience:
• Minimum 1 year of experience in customer-facing roles, preferably in the telecommunications industry.
• Proven track record of delivering exceptional customer experiences and resolving complex customer issues.
• Technical Skills:
• Proficient in using CRM software and other customer service tools.
• Basic knowledge of telecommunications products and services.
• Soft Skills:
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Working Hours and Environment:

• Working Hours:
• Monday to Friday, 9am to 6pm (with flexibility to work overtime when required).
• We offer a dynamic and supportive work environment with opportunities for growth and development.

Benefits and Rewards:

• Competitive Salary:
• We offer a competitive salary package with opportunities for performance-based bonuses.
• Benefits:
• Comprehensive medical and insurance benefits.
• Annual leave and public holidays.
• Training and Development:
• Ongoing training and development opportunities to enhance your skills and knowledge.
• Opportunities for career advancement within the company.

Job Type: Freelance

Pay: RM1,600.00 - RM2,000.00 per month

Benefits:

• Cell phone reimbursement
• Opportunities for promotion
• Professional development
• Vision insurance

Supplemental Pay:

• Commission pay

Language:

• English (Required)
• Bahasa Malaysia (Required)