FRESH GRADUATE - CALL CENTRE EXECUTIVE

Are you passionate about delivering exceptional service? Do you thrive in a fast-paced, dynamic environment? If so, we invite you to join us as a Customer Service Representative and be part of a high-performing team with a leading provider in the utility sector. We are looking for enthusiastic individuals who are eager to make a positive impact in the lives of our customers.

This is a fantastic opportunity to develop your career with exciting opportunities for growth and professional advancement. As a Customer Service Representative, you will be the first point of contact for our customers, ensuring each interaction is positive, efficient, and memorable. You’ll help resolve issues, answer inquiries, and provide accurate information about our services.

If you are driven by a passion for helping others, possess strong problem-solving skills, and enjoy collaborating in a team-oriented environment, we want you on our team!

As a Customer Service Representative, you’ll be responsible for a variety of tasks, including:

• Customer Inquiries: Handle all types of inquiries related to tariffs, usage, account status, solutions (products and services), and more. You’ll be their go-to problem solver!
• Account Management: Assist with reconnection requests, self-metering, and account updates to ensure smooth service delivery.
• Customer Complaints: Tackle billing and metering issues, turning challenges into opportunities for service improvement.
• Payments: Help customers with reposting and manual payment postings, ensuring accuracy and efficiency.
• Advisory Services: Provide expert advice on energy efficiency, renewable energy options, and product usage, helping customers make the best choices.
• Other Services: Manage auto-debit setups and assist with bill forecasting.
• Enquiry & Complaint Monitoring: Track and process customer inquiries and complaints to ensure timely resolutions.
• Disconnections & Reconnection Management: Handle disconnection and reconnection requests with professionalism and efficiency.
• Smart Meter Installations: Coordinate inquiries and rescheduling for smart meter installations nationwide.
• Crisis Management: Offer exceptional service during times when service-level agreements
• (SLAs) are not met, going the extra mile to resolve issues quickly.

Roles and Job Scopes:

• Agent (Inbound/Outbound):
  • Handle customer interactions across multiple channels (phone, email, chat) and ensure all interactions are logged accurately in our CRM system.
  • Resolve customer issues or escalate as needed, making sure that every interaction is handled efficiently and professionally.

Requirements :

• Experience: At least 6 months of experience in customer service or a call center role. Experience in utilities or telecommunications is a bonus. Fresh graduates with a passion for customer service are welcome to apply!
• Skills:
• Education: Minimum Diploma qualification.
• Languages: Fluent in Bahasa Malaysia and English; proficiency in additional languages is a plus.
• Availability: Willingness to work flexible shifts, including weekends and public holidays, as required.
• Outstanding communication and interpersonal skills in Bahasa Malaysia and English.
• Excellent problem-solving abilities with a solutions-oriented mindset.
• Ability to manage high-volume calls professionally, ensuring every customer interaction is positive.
• Organizational skills with attention to detail and efficiency.
• Proficiency in MS Office and CRM software.