Call Center Agent
4 months ago
**Nature of Business**:Established online shopping platform in Malaysia
**Location**: Kuala Lumpur
**Working Days**: 5 working days & 9 hours included break (Rotational shift | 11am - 11pm)
**Salary**: Basic RM2,400 + RM300 (Skill Allowance) + RM100 (Attendance Allowance) + (KPI Allowance)
**Job Requirements**:
- Minimum SPM or degree.
- Able to work rotational shift.
- **Need to have CS experience in call center**:
- Fluent in both English & Malay
- Basic E-commerce Knowledge
**Responsibilities**:
- Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
- Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
- Support ad-hoc projects and initiatives per business needs.
**Job Types**: Full-time, Fresh graduate
**Salary**: RM2,400.00 - RM2,800.00 per month
Schedule:
- Rotational shift
Supplemental pay types:
- Attendance bonus
- Performance bonus
**Experience**:
- Call Center: 1 year (preferred)
**Language**:
- English (preferred)
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