Customer Service Consultant

3 days ago

Kuala Lumpur, Malaysia SRG ASIA PACIFIC SDN BHD Full time

**Duties and Responsibilities**:

- **Customer Interaction**: Engage professionally with customers via inbound and outbound calls to provide assistance, share information, and manage services related to Winback and Involuntary Churn recovery operations.
- **Account Reconnection & Debt Recovery**: Facilitate the reactivation of customer accounts and ensure recovery of outstanding balances as per company guidelines.
- **Collection Process Management**: Execute collection strategies based on customer segments—Credit Class (High, Medium, Low) and debt aging—according to the processes defined by Management.
- **Complaint Handling**: Address customer complaints or service requests efficiently while strictly adhering to established processes and procedures.
- **Cross-Selling & Upgrades**: Promote and cross-sell the full range of company products and services, including upgrades and package enhancements, in alignment with customer needs.
- **Performance & Productivity**: Consistently meet or exceed individual Key Performance Indicators (KPIs) and contribute to overall team performance while maintaining a high standard of customer service.
- **Additional Tasks**: Perform any other duties as assigned by Management, as required by the evolving needs of the business.

**Work Schedule**:

- **Working Days**: Monday to Sunday (5 working days per week with 2 days off)
- **Working Hours**: 09:00 AM - 06:00 PM

**Job Types**: Full-time, Contract, Fresh graduate
Contract length: 12 months

Pay: RM2,000.00 - RM2,500.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Day shift
- Early shift

Supplemental Pay:

- Attendance bonus
- Commission pay
- Performance bonus

Work Location: In person

Expected Start Date: 06/23/2025

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