Temporary Staff, MDEC Client Contact Centre (Contract)

Salary undisclosed

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Core Deliverables

1. Inbound Interaction management

Deliver world-class customer service, while responding to Customer inquiries and concerns via MDEC’s official communication channels (e.g., calls, emails, website, etc.)
Attend to all incoming interactions with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, or by consulting with the internal team and negotiating a positive outcome for the customer and MDEC.
Enhance our customers’ experience by identifying opportunities to offer available products or services based on our customer’s needs Always work with end goal of resolving customers’ needs and ensuring a positive customer experience in every interaction.
Ensure all service standards and targets are met.
Re-prioritize and adapt to an ever-changing environment

2. Outbound interaction management

To perform outbound activities to customers in accordance to any specific instruction given or during any active outbound campaign / period
To participate strategically and tactically in ensuring target is achieved with given for the outbound campaign.
Cross-sell and up-sell company's products and services whenever possible
Build customer’s interest in the services and products offered

3. Report management

To document each customer’s information and interaction in the Customer Management system clearly and in a timely manner. (e.g., log-on time, interaction records, customer details and customer satisfaction index).
To document and update Outbound Calls interaction and information
To update any ad-hoc reports assigned by the management

4. Comformance to

5. To support all initiatives by unit, department, and/or division.

Qualifications

Tertiary education in any discipline.
Good command of Bahasa Malaysia & English, both verbal and written.
Good interpersonal & communication skills.
Experience in any industry that practices exceptional customer service, i.e.: contact centers, hotels, banking, and aviation, is a bonus.
Well-versed or at least familiar with the usage of Microsoft Office tools