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Customer Service Executive

1 month ago

Subang Jaya, Malaysia IT Business Solutions Sdn Bhd Full time

What keeps our heart beating here in Digi is our customers. Our purpose as a company is that we strive to connect our customers to what matters most. Hence, why we as Digizens are always so Customer Obsessed

We are currently on the lookout for enthusiastic, motivated, and thoughtful problem solvers who are passionate about customers. Eager from start to finish in wanting to handle customer concerns / inquiries and manage their issues with utmost care and professionalism. This position plays a crucial role in the overall customer experience Digi as company has to offer.

You will be the first point of contact for our customers, and we strive to always provide them with high quality customer service. So that with every customer we’ve engaged, they will have a delightful and memorable experience.

Why Join us?
- Receive a comprehensive remuneration package which includes your Basic Salary + Shift & Transport allowance + KPI Performance Incentive + Annual Increment
- We will offer you support, skill development, coaching opportunities, and training programs
- All employees will have free access to our very own learning platform where you’ll be able to learn and upskill yourself - resources from Telenor Group, LindkedIn, and Coursera
- Receive a staff line benefit
- Be able to wear casual attire at our workplace
- Work with a diverse group of team members
- Work at an interactive office space (D’House) with our very own gym, basketball court, games & music spaces and our own inhouse café and restaurant
- Be able to park at D’House for FREE
- and more

You Are (Personality / Competencies Etc)
- Customer Obsessed
- Eager and quick to learn
- Able to empathize and prioritise customer needs
- Confident - not afraid to interact with customers and be able to handle their needs even when they are irate
- A creative problem solver - resourceful, positive, and always motivated in wanting to understand customer issues and to find ways to address / solve them
- Action orientated and self-disciplined
- Able to demonstrate ownership in resolving challenging issues faced by customers
- Good telephone etiquette - always polite, uses proper salutations & greetings, and is patient
- Able to work in a fast pace and high energy environment
- Flexible in working hours - able to work different shifts, weekends & public holidays
- Prepared to work at odd hours if needed

Your Responsibilities (What is this role all about? What does the applicant have to do?):

- Handle all customer interactions (e.g. calls or live chat or Social Media or E-mail) on a timely basis and initiate best possible solutions, and ensure your/ your team’s KPIs are met / achieved consistently.
- Deliver excellent services and make every encounter with Digi a delightful experience for every customer.
- Educate customers about Digi’s products and services and inform them to various self-help channels.
- Identify opportunities to upsell relevant Digi products whenever possible
- Ensure that all actions taken to handle a customer’s enquiry / problem / complaint are in compliance with the company standard operating procedures & policies, and to escalate the matter to the relevant higher authorities in the event of exceptions.
- Maintain confidentiality of the Digi’s customers data in-line with the company’s PDPA policies
- Flexible in your role and be able to work cross-functionally i.e. as a back-up staff across all CS units, or any other location assigned by the management.
- To attend all required and necessary meetings and training sessions arranged by the department/company as and when required.
- To assume any other ad hoc duties assigned by the Management, whenever required.

**Qualifications**:
Your Merits (These are must haves in terms of qualifications & experience & specific technical /professionals skills that you want from the applicant)
- Minimum SPM qualification with 1 -2 years working experience especially in a call-center / BPO/ Customer environment will be advantageous. [Fresh graduates are encouraged to apply]
- Excellent verbal and written skills in English and Bahasa Malaysia. Mandarin is an added advantage
- A fast learner on product knowledge and computer / telephony systems. Must be comfortable to toggle between systems while giving the customer the best service possible
- Self-motivated, hands-on and independently working individual
- High in energy and absolutely loves communicating & solving customers issues even the difficult ones
- Strong team spirit and passionate in wanting to solve the customers’ problems while delivering the best customer experience possible

Please note: *This role is a 12 months contract role to be parked under our 3rd party Company.

Pay: Up to RM1,800.00 per month

**Benefits**:

- Health insurance
- Opportunities for promotion
- Professional development

Supplemental Pay:

- Overtime pay

**Education**:

- STM/STPM (preferred)