Call Centre Agent

1 week ago


Johor Bahru, Johor, Malaysia TCSENS SDN BHD Full time
Provide proper guidance and service information to customers.

  • Following call centre scripts and guidelines when handling different inquiries or complaints.
  • Identify, escalate and report unresolved issues to supervisors/ 2nd level support immediately.
  • Manage and monitor the full escalation process and ensure the company comply with SLA obligation.
  • Identify customers' needs, clarify information, research every the issue, responding solutions to customer complaints and inquiries.
  • Document and keep daily records of all call information according to standard operating procedures and comprehensive way.
  • Recognize, document, and alert the management team of trends in customer calls.
  • Follow up customer calls where necessary
  • Update job knowledge by studying new product descriptions, features, process and etc.
  • Perform basic troubleshooting
  • Perform case followup where necessary to ensure proper case assignment, escalation and closure.
  • Ensuring that phone aux codes are adhered to at all times.
  • Optimizing call centre productivity and achieving correct quality standards to ensure personal/ team qualitative and quantitative targets.

Job Types:
Full-time, Contract

Pay:
RM1, RM1,800.00 per month

Benefits:

  • Health insurance
  • Maternity leave
  • Parental leave
  • Professional development

Schedule:

  • On call
  • Rotational shift
  • Weekend jobs

Supplemental pay types:

  • Overtime pay
  • Performance bonus

Education:

  • Diploma/Advanced Diploma (preferred)

Experience:

Call Center: 1 year (preferred)

Language:

  • English (preferred)
Expected Start Date: 06/10/2024
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