Work Location: Menara Sunway Visio
Work Hour: 9am - 6pm (5 days work; 2 days off; Mon - Sun)
Note: Can speak fluent Mandarin & Cantonese & read and write Traditional mandarin
Note: Fresh Graduate (ensure is comfortable with shift change; working on tight KPI)
As a Call Centre Agent, you will be the primary point of contact for the customers, ensuring they receive exceptional service and support. Your role will involve responding to customer inquiries across multiple channels, resolving issues and providing accurate information, all while maintaining a positive and professional demeanour.
Responsibilities:
- Respond to Customer Inquiries: Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.
- Handle Complaints Professionally: Address and resolve customer complaints effectively, ensuring customer satisfaction and retention.
- Escalate Complex Issues: Identify and escalate complex or unresolved issues to appropriate departments or senior staff for further resolution.
- Maintain Accurate Records: Document customer interactions, transactions, and feedback in the CRM system, ensuring accurate and up-to-date information.
- Seek Process Improvements: Continuously look for ways to enhance service processes and contribute to improving customer service protocols.
- Meet Performance Targets: Work towards achieving individual and team performance goals, including response times, customer satisfaction scores, and other key performance indicators.
Requirements:
- Educational Background: Possess at least Diploma and above, in any field. SPM graduates are also welcome to apply.
- Experience: Minimum 6 months of experience in call centre customer service is highly preferred. However candidates without relevant experience and but with strong willingness to learn are also encouraged to apply.
- Excellent Communication: Proficient in verbal and written communication in Mandarin, Cantonese and English.
- Strong Problem-Solving: Ability to effectively address and resolve customer issues.
- Calm Under Pressure: Maintains professionalism and composure in challenging situations.
- Detail-Oriented: Meticulous with attention to detail and a commitment to continuous learning.