Contact Centre Consultant

Key Responsibilities

**Associate Contact Center Consultant - Enterprise Business**
The EBS Customer Care Consultant will handle Enterprise Business inbound customer

inquiries/concerns. He/she is expected to manage the delivery of end to end services for all

assigned cases with a high level of professionalism and an excellent level of service delivery at alltimes, with the aim of making every encounter with DiGi a delightful experience. The end to end service delivery include trouble shooting problems, follow up with relevant departments and

reverting back to the customer on the status of assigned cases, up until the case is resolved /

concluded satisfactorily.
- Adhere to work schedule as planned.
- Handle all Enterprise Business customers' interactions (e.g. telephony/e
- mails/web/fax/mail) on a timely basis and taking ownership in providing the best possible solutions end-to-end and ensure individual/team KPIs are met / exceeded consistently.
- Use call centre technologies, and ensure that all actions taken to handle customers' enquiries, problem and complaints are in compliance with the Company's Standard
- Operating Procedures and Policies, and to escalate any exceptions to the relevant departments for further advice follow up and resolution.
- Keep abreast with the latest information on the company's product, services, marketing plans, procedures, and of any changes in policies and standard procedures, so as to ensure that this related information are being communicated to our customers with accuracy, and in a consistent manner.
- Feedback/escalate any urgent/critical issues or problems to management on a timely basis.
- Maximize opportunities to up-sell or cross-sell company products and services.
- Be a role model and ambassador to project the service excellence of DiGi's brand name. You are to be the benchmark of customer care consultants.
- Maintain confidentiality of the organization's and customers' data / information.
- Be a team player. Be flexible in your role and be able to work cross-functionally i.e. to support and back-up other CS units (Call Centre, DiGi Centre, Support), or work in any other location as may be reasonably assigned by the management.
- To be flexible in handling and participating in assignments or projects assigned across all CS sections or company-wide. To participate in process improvement efforts with the objective of improving the service delivery to our customers and / or achieving better efficiencies and productivity for the company.
- To attend and contribute in meetings and training sessions arranged by the department/company as and when required. We expect you to be proactive and play your part in maintaining / upgrading your knowledge and competency to deliver the job expectations.
- To assume any other ad hoc duties assigned by the Management, whenever required.

Key Requirements:

- Must be experienced in both Prepaid and Postpaid.
- Minimum of 6 months in the Postpaid queue.
- Possess year to date score card Great and above Customer oriented with good
- interpersonal. A passion to serve and deliver great service.
- Good communication skills:

- Ability to listen, understand questions / what the customer is asking for and provide the relevant response.
- Ability to articulate / express oneself clearly to get the message across.
- Speech is clear (not muffled, no mumbling, not husky)has good tone of voice (not too soft, not too loud) and able to inject warmth when engaging customers.
- Mandarin speaking ability will be an added advantage.
- Proficient in English Language & Bahasa Malaysia.
- Basic mathematical computation skills. Numerical aptitude. Be highly adaptable to a
- dynamic environment.
- Ability to build rapport with customers and understand their needs.
- Typing skills - 25wpm.
- Decision making skills.