Customer Service

3 days ago

George Town, Malaysia Career International FOS Sdn Bhd Full time

Key activities
- Making outbound calls to ensure the order raised under warranty and contract are delivered.
- Receiving inbound calls from external & internal customers.
- Checking Status if RMAs is closed. - Assist customers in RMA creation. - Maintain and update database of customers with complete and accurate information. - Have clear Understanding of KPIs [Key performance indicators]. - Demonstrate right 1st time behaviour. - Achieve the SLA and KPI targets. - Record outbound call history and customers response in detail in the excel sheet.
- Contribute as an active team member to achieve project/program deliverables and individual performance.
- Provide both verbal & written information in a timely, clear & concise manner.
- Act as a back-up in case of absence of colleague and as per task assigned.
- Work as a buddy to new joiners as and when required.
- Share data/reports/tracking as per requirement.
- Keep self-updated on changes with regards to processes and procedures.
- Meet daily expected productivity numbers and performance.
- Delivery and closure on cases and the expected efficiency numbers.
- Discrepancy resolution at the Cisco national depot (APAC). Overall goals / Typical measures - Meeting service quality.
- Achieve deliverables and performance metrics.
- Meet customers’ business expectations. Process Key activities
- Follow and adhere to processes and exception SOP’s.
- Provide both verbal & written information in a timely, clear and concise manner.
- Provide deviations information to line manager, share queries / suggestions during new process development, adherence.
- Maintain records as necessary as per process / audits or as explained. Overall goals / Typical measures
- Adherence to process, compliance & Controls. Skills / Qualifications Key capabilities - Very good spoken English & Mandarin language plus communication skills - Should have clear speech. Be calm & composed
- Reverse Logistics experience will be Add on.
- Problem solving ability and attitude
- CAN DO Attitude
- Very good knowledge of Ms office, excel, word
- Must know excel functions are pivot, v look up and basic formulas
- Typing speed average 40-wpm.
- CEFR B2 Profile
- Accuracy maintained at of 95% And more
- Presence of mind & ability to concentrate on the task assigned.
- Active listening skills. Patience to understand and offer correct response.
- Convincing skills negotiation
- Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. \
- Customer facing/interaction experience.
- Soft collections, Logistic background is an advantage
- Confident and clear in communication
- Must have result oriented Expected Educational Qualifications
- Graduate in any stream preferred

**Salary**: RM3,300.00 - RM4,000.00 per month

**Benefits**:

- Flexible schedule
- Health insurance
- Opportunities for promotion
- Professional development

Schedule:

- Monday to Friday

**Education**:

- Diploma/Advanced Diploma (preferred)

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