Customer Service

3 weeks ago

Brickfields, Malaysia Career International FOS Sdn Bhd Full time

**Working Hour**: 7am-8pm rotational shift (9 hour per shift)

**Working Day**: 5 days work and 2 days off per week Monday-Saturday

**Working Location**: Work location will be NU Tower 2 KL Sentral

**Duties and Responsibilities**:

- Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep the customer’s privacy and protect customer information.
- Meet personal/team qualitative and quantitative targets.
- Handle simple to difficult inquiries in a given span of time.
- Manage different types of callers in a given span of time.
- Achieve the given metrics in accordance to the center’s commitment to client
- Manage and resolve customer complaints.
- Identify and escalate issues to supervisors.
- Provide accurate information and excellent customer service.
- Research required information using available resources.
- Research, identify, and resolve customer complaints using applicable resources.
- Process request according to customer’s preference on time.
- Route calls to appropriate resources.
- Document all call information according to standard operating procedures.
- Recognize, document, and alert the management team of trends in customer calls.
- Follow up customer calls where necessary.
- Complete call logs and reports.
- Other duties as assigned.

**Minimum Requirements**:

- Relevant working experience in contact center as customer services is preferred or fresh graduate.
- Minimum Diploma Holder or higher is preferred, **major in IT/Computer & Engineering** ONLY.
- Telco working background.
- Knowledge of customer service practices and principles.
- Excellent data entry and typing skills.
- Superior listening, verbal, and written communication skills.
- Ability to handle stressful situations appropriately.
- Excellent verbal and written communication skills in Mandarin & English.

**Job Types**: Full-time, Fresh graduate

**Salary**: RM4,000.00 - RM4,200.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Supplemental pay types:

- Commission pay
- Performance bonus

Application Question(s):

- Minimum Diploma Holder major in IT/Computer or Engineering/Science Stream

**Education**:

- Diploma/Advanced Diploma (required)

**Experience**:

- Telco: 1 year (required)

**Language**:

- Mandarin (required)

Ability to Relocate:

- KL Sentral: Relocate before starting work (required)

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