Customer Service Executive

Job Description:

• To be responsible and dedicated to all incoming telephone / e-mails / fax / chat / online enquiries from customers, problems and complaints relating to products and services, with the objective of resolving customer issues on a timely basis, providing First excellent contact resolution.
• To meet / exceed productivity and quality standards (eg: e-mail response time, quality call monitoring and customer satisfaction monitors).
• Respond to telephone, e-mails, fax, chat or online enquiries professionally, in compliance with all internal policies, and/or external regulatory requirements.
• Research required information using available resources such as internet, portal, knowledge base.
• Provide customers with accurate and precise product and service information
• Drive and educate customers to online or web usage
• Process orders and forms following standard procedures in a timely manner.
• Follow up and callbacks as promised, where necessary.
• Maintain records of telephonic interactions, orders and accounts according to standard procedures
• To respond positively and openly to feedback from management, and put into practice advice on how to improve continuously.
• To escalate any queries or unresolved or priority issues that cannot be completed with the agreed procedure
• To undertake any administration tasks delegated by the Company and / or the Company’s Client during low call volume
• Participation on team activities and regular team meetings, giving feedbacks and innovative ideas, on service and process improvements and make recommendations to the team.
• Undertake any other duties as-and-when assigned by Management.

Job Requirement:

• Possess a minimum SPM.
• Minimum of 1 year of customer service experience in a contact center environment.
• Fresh Graduate also encourage to apply.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and the ability to build rapport with customers.
• Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
• Proficient in Microsoft Office and experience working with CRM systems.
• Ability to work flexible hours

Job Type: Full-time

Pay: Up to RM3,000.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Attendance bonus
• Performance bonus
• Yearly bonus