Customer Care Consultant

6 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Starhub Ltd Full time
Customer Care Consultant

Date: 16 Jan 2025

Location: Kuala Lumpur

Job Description

This role will be based in KL. The objective is to deliver superior customer service to all consumers in StarHub by providing general enquiry, billing and technical support for all StarHub services such as StarHub Mobile, Entertainment and Smart Life through the phone. Customers who contact StarHub may receive a survey asking them about their recent experience. When a customer gives a rating of 0-6 (i.e., detractors), the Recovery team member is expected to perform necessary recovery and resolve the customer's complaint end to end.

Responsibilities
  1. Provide dedicated and superior customer care support for general enquiry, billing support and technical troubleshooting related to all StarHub consumer services.
  2. Handle enquiries on StarHub's products and services via calls or emails in a timely and professional manner, ensuring accurate information and advice are given to enhance customer experience.
  3. Respond and follow up promptly on all customer requests via calls and emails to improve customer experience.
  4. Ensure that escalated enquiries are handled in a timely manner.
  5. Collect and channel feedback on customers' needs, potential issues, and service enhancements to Management.
  6. Provide statistics and information on the nature of calls during call surges or product/customer issues.
  7. Make outbound calls to customers for campaigns and special events.
  8. Provide adhoc onsite support to resolve issues for exceptional customers.
  9. Assist in projects or other operational and administrative work as assigned.
Job Requirements
  1. Diploma in IT/Computer Studies/Networking preferred or 'A' level with relevant experience in a service industry.
  2. 1 to 2 years of working experience in a service industry is an advantage. Fresh graduates are also welcomed to apply.
  3. Pleasant, warm and cheerful personality.
  4. Enjoy experimenting with computer and electronic gadgets.
  5. Strong team player with initiative and ability to perform under pressure.
  6. Proficient in English and Chinese or one other language.
  7. Good listener with excellent interpersonal and communication skills.
  8. Customer focused with a strong analytical problem-solving mind.
  9. Highly adaptable in a dynamic environment.
  10. Must be able to work rotating shift duties and during weekends and public holidays.
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