Call Centre Agent
4 weeks ago
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 follow-up 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: RM1,200.00 - 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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