Job Description

About SmartPA & the Role

Tired of your mundane and repetitive day job? Come and join our ever-growing team at SmartPA where you will be supporting an eclectic range of clients - from corporates to one man bands, you’ll see it all! If you are a quick learner, we want to hear from you! We don’t expect you to know the ins and outs, but we’re here to support you along the way. All you need to bring is you personality, positivity and passion for driving clients’ business forward to achieve their ambitious goals. SmartPA are leading the way towards a new working world, providing invaluable virtual support to all areas of business. Founded in 2008, we are ahead of the curve, expanding globally with recently opened offices in Malaysia and South Africa. As a result, SmartPA are building a team of passionate and business-minded individuals who thrive in a fast paced, dynamic and (most importantly) fun environment. Our people and culture drives our success. At SmartPA we are committed to fast growth, passionate about people, and absolutely embracing of challenge and change. Hard work is celebrated, so come join us at our vibrant team to see what it’s all about. To work in SmartPA's call centre within the SmartPA Centre of Excellence (COE) means you are at the forefront of delivering the SmartPA experience to external clients. You are responsible for the integrity of the SmartPA brand globally and creating happy and devoted clients worldwide. SmartPA is an extension of our client’s business, someone they can trust to handle their calls when they are either unavailable or unable to take the call.

Duties and Responsibilities

• To have an in-depth knowledge of all the SmartPA clients and needs
• Work with the COE team to answer all incoming calls within 3 rings
• Ensure relevant information is extracted from caller is copied down accurately
• Ensure distribution of information is done in a timely manner and sent to the correct person(s) 
• Record all calls on the CRM system in an accurate and timely manner
• Ensure telephony inbox is monitored regularly, for real time information
• Ensure to communicate any client requests to the COE Team in a timely manner
• Book and amend appointments using online diary system
• Ensure the phones are always covered

Job Requirements

Requirements :

• Malaysian's with 1 to 3 years experience in a contact centre / customer support and enjoy being on call with customers
• Able to start immediately
• Work on a 24/7 shift rotation
• Experience in using a CRM system/ Booking system (desirable, not essential)
• Outstanding communication skills, both on the phone and in written English
• An exceptional telephone manner; confidence in speaking to a variety of people from all backgrounds 
• The ability to listen, understand and adapt the telephone manner according to the type of conversation and extract information through appropriate questioning 
• Great social skills with a sense of humour; enjoys building rapport with people
• Excellent organisational skills ;attention to detail and pride in accuracy 
• An enthusiastic, ‘can-do attitude’; no job is too large, or small 
• Enjoy a fast-paced environment and work well under pressure 
• Experience with MS Office (Particularly Outlook, Word and Excel)

The perfect person :

• A team player - you are a people person and enjoy pulling together with other team members and departments to get stuff done
• Creative - ability to think on their feet, problem solve and find positive solutions
• Positive - we believe in being radiators, not drains. Bad days happen, but it’s how you deal with them
• A self-starter – no explanation required
• Invested – being observant and aware of what’s going on around you
• Caring – going the extra mile to ensure your colleagues and clients are supported
• Empathetic – ability to ‘put yourself in someone else’s shoes’
• Respectful - considerate of people’s time and priorities
• Patient - ability to stay calm under pressure
• Passionate - striving to be the best part of someone’s day
• Proactive - spot and raise or remedy situations when they arise

Skills

Company Benefits

Additional Info