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English Language Support Specialist
1 week ago
About the Role:
Agensi Pekerjaan JobScoper Sdn. Bhd. is seeking a highly skilled Customer Service English Speaker to join our team. As a key member of our customer service team, you will play a critical role in delivering exceptional customer experiences, ensuring customer satisfaction, and driving business growth.
Key Responsibilities:
- Handle inbound calls promptly and professionally, addressing customer queries and concerns effectively to ensure quick and accurate solutions.
- Respond to queries submitted via the bank's Contact Us form, providing comprehensive answers and appropriate solutions.
- Contact customers to obtain necessary information/documents for KYC, AML, risk, and operations teams, ensuring all conversations are properly documented in the call centre database.
- Perform call-backs with customers to confirm transactions, maintaining detailed call logs and reports.
- Address customer queries and concerns effectively, ensuring that issues are resolved on the first call, reducing the need for further assistance.
- Identify customer needs, clarify concerns, and provide comprehensive answers and appropriate solutions, building trust and rapport with customers.
- De-escalate situations involving dissatisfied customers by offering patient and professional support, ensuring that customers feel valued and respected.
- Serve as Level 1 contact for customer complaints and escalate as needed, taking ownership of resolving customer issues before ending calls.
Requirements:
- Minimum Diploma and above, with a strong understanding of customer service principles and practices.
- Must be able to speak, read, and write in English fluently, with excellent communication skills.
- At least 6 months of customer support experience in any industry, with a proven track record of delivering exceptional customer experiences.
- Interest in the customer's products and platform features, with a willingness to learn and adapt to new systems and technologies.
- Ability to meet sales targets while ensuring an exceptional customer experience, with a focus on upselling and cross-selling opportunities.
- Strong capability to transition support calls into sales opportunities, identifying and addressing customer needs proactively.
- Proven ability to build and maintain strong customer relationships, with a focus on long-term loyalty and retention.
- Efficient in handling multiple tasks and navigating computer systems, with a high level of organization and time management skills.
What We Offer:
- Comprehensive training on soft skills, systems, SOPs, and product knowledge, to ensure success in the role.
- RM300 language allowance, to support language development and proficiency.
- Access to comprehensive medical insurance and other benefits, to ensure peace of mind and well-being.
- Eligibility for employee contributions to EPF, SOCSO, EIS, and other benefits, to support financial security and retirement planning.
- Generous annual leave and medical leave policies, to ensure rest and relaxation.
- Clear pathways for growth and advancement, with opportunities for career development and professional growth.
