Job Description

• Handling of incoming call and enquiries from customers with demonstration of excellent customer service skill to meet and exceed customer’s need
• Take in service application and request for back office or self-processing
• Follow up and resolving customer complaint and problem and ensure it’s close to satisfaction
• Identify and perform cross/ up selling opportunity and activity by analyzing customer profile, recommending most suitable package, actively promote latest promotions/ services
• Comply to Key Performance Indicators
• To participate fully in the team, taking part in regular team meetings & buzz sessions, giving feedback & ideas to colleagues and the Team Leaders.
• Work closely with team members and leaders at all times to achieve quality results & productivity
• To respond positively and openly to feedbacks from team leaders & colleagues, and put into practice with a determination to improve.
• To channel and escalate any unresolved issues/complaint to other stakeholder or next level, within the agreed procedure
• Assume the responsibility of buddy and mentor as and when required.
• Assist Team Leaders & senior officers in charge as and when required.
• Participate in ad-hoc projects as requested.
• Proactively identify areas for service & procedural improvement and make recommendations to the team leader.
• Any other duties assigned by the team leader.

Job Requirements

• Min SPM, STPM & Professional Certificate / Diploma/ Bachelor's Degree in Any field.
• Demonstrable minimum 1 years’ experience within relevant job experience.
• Language required: English; Mandarin is an added advantage.
• Customer oriented with good interpersonal and communication skill
• Understands the importance of meeting customers’ need as a top priority
• An effective team player with ability to interact with team to achieve goals & service excellence
• Proactive & have great sense of urgency
• Ability to perform in a fast paced environment & work well under pressure
• Flexible to changes in work schedule
• Computer literacy (MS Office)
• Great flexibility to undertake any other tasks assigned from time to time
• Knowledge of a call center environment is desirable.
• Able to work on shift
• Able to work with minimal supervision

Additional Info