Customer Service Executive

7 days ago

Bangi, Malaysia VC TELECOMS SDN BHD Full time

**Job Brief**

To oversee multiple customers account being assigned, creating a long term and trusting relationship with existing customers. Help customers with complaints and queries, provide information about products and services, billing, orders and return process.

**Roles & Responsibility**

1. Customer Support:

- Provide information on available telecommunications services, pricing, and promotions.
- Resolve customer issues, including service disruptions, billing questions, technical issues, or equipment problems.

2. Complaint Resolution:

- Handle customer complaints with patience, empathy, and professionalism.
- Resolve conflicts or disputes in a timely and effective manner, ensuring customer satisfaction.
- Escalate unresolved issues to higher-level support or management when necessary.

3. Technical Support:

- Offer basic troubleshooting for mobile devices, internet services, and other telecommunications products.
- Escalate complex technical issues to the appropriate team or department.
- Provide guidance on setting up and configuring telecommunications devices and services (e.g., routers, modems)

4. Billing and Payments
- Address billing inquiries, including discrepancies or overcharges, and assist with payment issues.
- Assist customers with payment options, setting up auto-pay, or processing payments.
- Provide clarity on charges, discounts, and refunds.

**Requirements**:
1. Diploma or Bachelors’ degree in Customer Service Management, Computer /communication engineering, or equivalent.

2. CCNA or any equivalent certification is an advantage.

3. Minimum three (2) years of experience in customer service and telecommunication field.

**Skills**

1. Previous customer service experience in telecommunications or related fields preferred.

2. Previous customer service experience in telecommunications or related fields preferred.

3. Ability to stay calm and empathetic when dealing with frustrated or upset customers.

4. Exceptional ability to analyze and resolve the issues of the customers.

5. Cisco CCNA certificate holder will be an added advantage.

6. Knowledge of mobile, internet, or broadband services and devices.

7. Experience with technical troubleshooting and support in telecommunications.

8. Familiarity with telecommunications billing systems and policies.

9. Excellent analytical and problem-solving skills.

10.Excellent communication skills.

11.Exceptional ability to analyse and resolve the issues of the customers.

**Job Type**: Contract
Contract length: 12 months

Pay: RM3,800.00 - RM4,100.00 per month

**Benefits**:

- Opportunities for promotion

Schedule:

- Monday to Friday

Supplemental Pay:

- Overtime pay

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