Customer Service Agent

2 weeks ago

Brickfields, Malaysia Career International FOS Sdn Bhd Full time

Shift Timing:
PERMANENT NIGHT SHIFT | Work Hour 8pm to 8am | Monday to Sunday
Working Roster:5 days per week | each shift is 9xhour durations including 1-hour lunch break and 15 mins short break twice

Role & 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 Deescalation 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.
  • 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.

Job Types:
Full-time, Permanent

Pay:
From RM4,500.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Opportunities for promotion
  • Professional development

Schedule:

  • Night shift
  • Rotational shift

Supplemental pay types:

  • Commission pay
  • Performance bonus

Application Question(s):
- willing to work night shift (support US market)

Education:

  • Diploma/Advanced Diploma (preferred)

Experience:

  • Customer service: 1 year (preferred)

Language:

  • Mandarin (required)
Expected Start Date: 06/17/2024

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