Remuneration: RM4000 - 4500 (basic) + KPI incentive + OT allowance
Work Location: KL Sentral
Working Hour: PERMANENT NIGHT SHIFT, Work Hour 8pm to 8am, Monday to Sunday
Note: 5 days per week
Note: Min 6 months experience in the voice customer service support role prior
Mandarin or Cantonese Voice Support
Working Roster: 5 days per week, each shift is 9xhour durations including 1-hour lunch break and 15 mins short break twice
Responsibilities:
- Take call and provide accurate answer to customer queries.
- Delivery excellent customer support & services and offering patient assistance at all times.
- Respond to customer’s inquiries over knowledge acquired through training (client product, continuous improvement, and refresher courses).
- Deliver customers support & services effectively through active communications.
- Meet and exceed all key performance indicators set by the company and the client.
- Adhere to given works roster including but not limited to weekends, public holidays, split off and rest day due to business requirement.
- Adhere to Call flow procedure & Processes as well as requirement of Quality Assurance.
- Abide to De-escalation processes that involving dissatisfied customer.
Requirements:
- Minimum 1 year relevant working experience in voice channel support in customer services
- Minimum Diploma Holder or higher is preferred.
- Strong in communication skill in oral & written, deliver active listening and able to articulate step by step problem solving.
- Proficient in Mandarin either Cantonese and English is a must
- Malaysian Native speaker with above or more required languages is an added advantage
- Always perform duty in professional manner at all times
- To demonstrate willingness and effort to offer help needed to customer and peers with respect
- Being attentive during training & call handling
- Equipped with negotiation skills and able to handle difficult customer over the phone calls.
- Proficient in general computer knowledge & skills.
- Quickly adapt to corporate environment and culture; reading email, acknowledge updates & be responsive
- Always acknowledge and deliver respond to Team leader or supervisor.
- Flexible and quickly adapt to new processes and information changes.
- Discipline, Mature, Positive Thinking, Friendly Personality and Willing to offer help.