Customer Service Agent (Outbound)

Job Description

• Handle all outbound tasks via phone with utmost professionalism and ensure high quality customer service is provided at all times.
• Update our internal CS Systems with customer information & customer enquiries.
• Provide complete and accurate responses to customers –make reference to our internal information portal (which contains detailed information on our products & services) for additional information if required.
• Adhere to work schedule as planned.
• Use call center technologies, and ensure that all actions taken to handle customers’ enquiries, problems and complaints are in compliance with the Company’s Standard Operating Procedures and Policies, and to escalate any exceptions to the relevant departments for further advice.
• Keep yourself abreast with all the latest information on the company’s product, services, marketing plans, procedures, and of any changes in policies and standard procedures, so as to ensure that this related information is being communicated to our customers with accuracy, and in a consistent manner.
• Feedback / escalate any urgent / critical issues or problems to management on a timely basis.
• Maintain confidentiality of the organization’s customers and data.
• Maximize opportunities to up-sell or cross-sell company products and services.
• Ensure individual/team KPIs are met/achieved consistently.
• Attend all required and necessary meetings and training sessions arranged by the department/company as and when required.

Requirements:

• Minimum SPM (min pass in Math, BM, Eng) + 1 year accumulated fulltime working experience in CS, Sales, Marketing.
• Fresh Diploma holders / Fresh grads will also be considered.
• Good communication skills
• Ability to listen, understand questions and provide relevant response
• Ability to articulate / express oneself clearly to get the message across
• Speech is clear + good tone of voice
• Language proficiency in English, BM, and able to speak Mandarin is an added advantage
• Good English grammar, standard + proper BM.
• Proper pronunciation
• Correct choice of words, i.e. no mixing of languages

• Basic mathematical computation skills
• Fast learner, able to grasp knowledge on telecommunications services quickly.
• Familiar with PC usage & knows how to navigate around websites/portals.
• Customer Focused.
• Has good measure of confidence level – i.e. not easily intimidated by irate customers, not timid
• Good telephone etiquette : polite, uses proper salutation
• Patient & able to work in a high-stress environment & desk-bound job
• Willing to work different shifts.
• Willing to work at odd hours if needed