Contact Centre Agent (4-Months Contract)

Overall ResponsibilityResponsible for providing exceptional customer service and support through various communication channels, such as phone, email, chat, or social media platforms. The primary role is to assist customers with their inquiries, resolve issues, and ensure customer satisfaction and loyalty.

Job Description

• Responding to customer inquiries and resolving issues promptly and professionally through various channels such as phone, email, chat, or social media, while ensuring achievement of company targets.
• Providing accurate and detailed information about products, services, policies, and procedures as first-level troubleshooting to customers, including remote support to resolve software problems.
• Handling customer complaints and finding appropriate solutions to meet their needs and ensure customer satisfaction.
• Supporting business partners with any requests and assisting in logging and closing cases by filtering all cases and verifying accurate and complete information. Delegating onsite cases to ensure resolution within the KPI/SLA set.
• Conducting NPS and/or CSAT surveys to ensure satisfaction levels are met and to enable planning for close-loop activities.
• Escalating complex issues to higher-level support when necessary.
• Keeping accurate records of customer interactions, transactions, comments, and complaints in the contact center’s database.
• Providing support to corporate customers on meter reading and consumables replenishment requests.

• Preferably with experience as a Contact Centre or Customer Service representative.
• Excellent verbal and written communication skills, with the ability to effectively communicate with customers from diverse backgrounds.
• Strong problem-solving and critical-thinking skills to assess customer needs and provide appropriate solutions.
• Ability to remain calm and composed under pressure and handle irate or difficult customers professionally.
• Strong active listening skills to understand customer concerns and inquiries accurately.
• Able to learn and use customer service software, databases, and other relevant tools.

• Remuneration package subject to experience ranging from RM2000 to RM3500
• Hybrid working environment, work from home 2 days a week
• Subject to EPF and SOCSO statutory contribution by both employee and employer
• Festive celebration and sport recreation activity