CUSTOMER CARE CONSULTANT - 100 SEATS - IMMEDIATE HIRING

Job Highlights:

• MNC Company & Professional Career Exposure: Work with a leading multinational corporation and gain valuable experience in a professional environment.
• Convenient Public Transport Access: Easy access to public transport for a hassle-free commute.
• Young, Vibrant Working Environment: Enjoy a dynamic and energetic workplace.

Job Description:

Position Summary: As a Customer Care Consultant (CCC), you will play a key role in addressing and resolving customer complaints via phone. Your responsibilities include warmly greeting customers, understanding their issues or reasons for calling, and providing assistance with their inquiries.

Duties and Responsibilities:

• Customer Interaction: Professionally handle customer interactions through voice (phone calls) and non-voice channels (live chat). Provide information and assistance for both inbound and outbound functions.
• Complaint Management: Escalate complaints or requests through Service Requests & Trouble Tickets.
• Cross-Selling: Promote and cross-sell products and services, including upgrades for products and packages.
• Spin-Gating: Attempt to retain customers who request to downgrade their packages.
• Performance Goals: Achieve productivity standards and goals while maintaining high levels of customer service.
• Additional Duties: Undertake other duties as assigned by management and contribute to meeting individual and team KPIs.

Requirements:

• Education: SPM, Diploma, or Degree.
• Experience: Previous experience in customer service roles is desirable. Experience in a contact or call center environment is encouraged.
• Language Skills: Proficiency in spoken and written English and Bahasa Malaysia.
• Personal Traits: Positive attitude, enthusiasm, attention to detail, responsibility, trustworthiness, ethics, and goal-orientation.
• Customer Service Skills: Attentiveness, empathy, patience, consistency, persuasive communication, and impeccable telephone manners.
• Stress Tolerance: Ability to work under pressure and handle stressful situations effectively.
• Availability: Willingness to work on public holidays and weekends, with rotational shifts (9 AM - 6 PM and 10 AM - 7 PM).
• Immediate Start: Availability to start immediately is preferred.