Action Centre Coordinator

Job Responsibilities: Centralized Call Management

Answering Calls

- Answer incoming calls promptly and professionally, using a polite and welcoming tone to make a positive first impression.

Standard Greeting

- Begin each call with a standard greeting, such as, "Good [morning/afternoon/evening], this is [Your Name] Action Centre. How may I assist you today?"

Active Listening

- Listen attentively to understand the caller's needs, using active listening skills and asking clarifying questions when necessary.

Routing and Assistance

- Efficiently address the caller's needs or route the call to the appropriate department if required, ensuring a smooth and supportive handover.

Emergency Call Handline

- Respond immediately to emergency calls, following emergency protocols with composure, accuracy, and empathy.

- Record essential information swiftly, and coordinate with emergency response or operations teams to ensure a rapid response.

Work Order Management

- Generate, track, and close work orders within specified timelines, ensuring all steps are documented and that deadlines are met.

- Provide updates to the caller or relevant departments on work order status as necessary.

Follow-up and Resolution

- Track open issues and proactively follow up with departments to ensure resolution.

- Communicate status updates to the original caller, keeping them informed until the issue is fully resolved.

Interdepartmental Liaison

- Collaborate with Engineering, Housekeeping, Safe & Security, Fit Out, Carpark ,Concierge and other relevant departments to relay information accurately and facilitate timely resolutions.

Documentation and Reporting

- Keep detailed and accurate records of all calls, work orders, and resolutions, ensuring that information is accessible for audits and reviews.

Deadline Adherence

- Complete tasks, follow-ups,”and work order closures within specified timeframes to maintain service efficiency and reliability.

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Qualifications : Min SPM qualification is preferred.

Experience: Fresh school leaver or a minimum of one year of experience in customer service.

Required Skills: Strong communication, problem-solving, multitasking, and able to work as team

Technical knowledge: Basic computer skills

Communication Skills: Effective verbal and written communication, active listening, and empathy.

Adaptability: Ability to adjust to changing situations and diverse customer needs.

Job Type: Full-time

Pay: From RM2,000.00 per month

Benefits:

• Cell phone reimbursement
• Dental insurance
• Health insurance
• Maternity leave
• Meal allowance
• Professional development

Schedule:

• Afternoon shift
• Day shift
• Early shift
• Evening shift
• Night shift
• Rotational shift

Supplemental Pay:

• Overtime pay
• Yearly bonus