About the Role
Job Description
• Responsible to provide first contact resolution (FCR) when possible by providing basic trouble shooting and offer appropriate alternative. When it is not possible, own customer’s complaints and work closely with respective problem owner to drive resolution.
• Responsible to perform proper escalation including unresolved complaints to respective unit or Customer Feedback Center for resolution and adhere to Company's Complaint Governance.
• Provision of an excellent support experience to Company users via phone, chat, and email.
• Proactively recover service lapses to promote customers’ loyalty.
• Capture customer feedback and systematically escalate them to respective person-in-charge for review and action.
• Proactively educate customers on our services available on the customer portal or any other relevant platforms which could benefit customer.
• Compliant to company’s standard and policies; as well as regulatory guidelines.
• Continuously and proactively improve on product knowledge for Company's products.
• Maintain confidentiality of all information according to data privacy requirement.
• Undertake other duties and assignments assigned by the management as and when required.
Requirements
• Candidate must possess at least a Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field.
• Fresh Graduates are encouraged to apply.
• At least 1 year(s) of working experience in the related field is required for this position. Proven experience as contact center staff or relevant position.
• Ability to write and speak clearly and concisely with fluency in English and Bahasa Malaysia, Mandarin (as this role require to support mandarin speaking customers & agents)
• Active listener with excellent communication, interpersonal and rapport building skills.
• Excellent problem-solving abilities.
• Outstanding organizational, strong time management and multitasking abilities.
• Empathetic and can communicate in a caring and friendly manner.
• Enjoy working in a fast paced and changing work environment.
• Undertake other duties and assignments assigned by the management as and when required.
