Live Chat Consultant (NOVEMBER INTAKE)

#BuildYourDreamWithUs

If you are ambitious and aspire to grow in your career, you are the right candidate for this role. SRG provides you opportunities to make your dreams a reality and to unleash your full potential.

POSITION SUMMARY:

The Customer Care Consultant (CCC) role is to resolve customer complaints via livechat. The CCC is required to greet customers warmly and ascertain the problem . The CCC is also required to assist customers in their inquiries.

DUTIES AND RESPONSIBILITIES:

• Professionally Interact with customers via live live chat (end to end handling of live chat ) as part of inbound and outbound function to provide information and assistance
• Escalated complaints or requests via Service Requests & Trouble Tickets
• Cross-selling of all products and services including all upgrades for product & packages
• Spin-gating attempt for customers who request to downgrade their packs
• Achieve productivity standards and goals while maintaining the highest level of customer service
• Undertake any other duties as-and-when assigned by the Management
• You will be accountable for meeting individual (KPIs) and team goals

REQUIREMENTS:

• Minimum Qualification - Degree Fresh Grad / Diploma with 6 Months of Experience and SPM with 2 Years of related working experience
• Experience in customer service roles is desirable. Past working experience in contact/call centerare encouraged to apply
• Good command of spoken and written English, Bahasa Malaysia, Tamil & Mandarin
• Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy,ethical, and goal-focused
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasive,immaculate telephone manners, and communication skills
• Stress tolerance and able to work under pressure
• Able to work on public holidays, weekends (ROTATIONAL SHIFT BASIS; 8 AM – 12AM)
• Required to have own transportation arrangement
• Able to start immediately

What you would enjoy as SRGian?

• Ability to earn high performance incentives
• Performance based environment which gives you an opportunity to outshine
• Constant support and extensive training to prepare you for your role and your career growth
• Be coached and mentored by the experts in the field
• Rigorous expansion which gives you great opportunity for career advancement
• Exposure & experience in a fast paced BPO Call Centre Industry
• Ability to sharpen and enhance your communication and negotiation skills
• Convenient & easy access to working location (KL Sentral) - accessible to all modes of public transport
• Fun and exciting work environment
• Engaging activities and recognition programs
• Medical claims, Employer’s EPF contribution and social security coverage
• You will be entitled to get increment of salary RM 200 (Fixed) if achieve KPI on 2 Months

Terms and conditions applies * your salary will be paid RM 1,800 for the first 5 months of employment, and on top of that you will get a confirmation bonus of RM3, 500 and your salary will kick off in full amount based on approval upon your confirmation with SRG AP.

Job Type: Full-time

Pay: RM2,000.00 - RM3,000.00 per month

Benefits:

• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Schedule:

• Afternoon shift
• Day shift
• Early shift

Supplemental Pay:

• Performance bonus

Experience:

• Customer service: 1 year (Preferred)

Expected Start Date: 11/15/2024