Customer Service Operator

5 months ago


Cheras, Malaysia E.P. ONG ASSOCIATES SDN BERHAD Full time

Customer Service Operators (CSO) take calls from customers who are needing immediate assistance. CSO handle incoming calls and initiate outbound calls to customers while noting down key information. You will be responsible to manage and lead a team of CSOs in achieving their KPIs and overall company goals.

CSOs are expected to follow established methods and procedures, handle all calls swiftly and efficiently, meet all quality-related metrics and goals, and above all act in a courteous and friendly manner while serving the customer.

Job Scope and Requirements:

- Answer incoming calls and make outgoing calls to customers
- Look up case notes and information to serve customers efficiently
- Work in tandem with team members to ensure appropriate services are correctly provided to customers
- Liaise with service providers to manage outstanding tasks
- Reporting and basic analysis skills to monitor operational KPIs
- Ability to navigate and use multiple computer programs at once.
- Ability to lead and delegate tasks to CSOs in an efficient manner
- Ability to manage CSOs to achieve KPIs set by management
- Excellent verbal communication and listening skills.
- Clear speaking voice.
- Basic understanding of English and proficient in 1 language (Mandarin, Bahasa Malaysia, or English)
- Previous experience, especially in roadside assistance call centre environment, is preferable.
- Previous experience leading a team of CSOS is preferable.
- Must be able to commute into office.

Scheduling Requirements:

- Work 5.5 days per week (rotate 2 Saturday every month).
- Overtime available.

**Benefits**:

- Up to RM 200 per month attendance bonus
- Up to RM 200 per quarter advance attendance bonus
- Up to RM 300 per month performance bonus
- Up to RM 6,800 per year total bonus + annual performance bonus

It will be very beneficial if you are proficient in more than one language (Mandarin, Bahasa Malaysia, or English).

Please call 03-9133 3585 (Mr Oscar) to arrange for a suitable interview session.

**Job Types**: Full-time, Permanent

**Salary**: RM3,500.00 - RM6,000.00 per month

Schedule:

- Afternoon shift
- Day shift
- Early shift
- Evening shift
- Holidays
- Night shift
- Rotational shift
- Weekend jobs

Supplemental pay types:

- Attendance bonus
- Overtime pay
- Yearly bonus

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)
- English (preferred)


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