Customer Service Executive

4 days ago

Ampang, Selangor, Malaysia Humantech Services. Sdn Bhd Full time

Job Description:

  • To be responsible and dedicated to all incoming telephone / e-mails / fax / chat / online enquiries from customers, problems and complaints relating to products and services, with the objective of resolving customer issues on a timely basis, providing First excellent contact resolution.
  • To meet / exceed productivity and quality standards (eg: e-mail response time, quality call monitoring and customer satisfaction monitors).
  • Respond to telephone, e-mails, fax, chat or online enquiries professionally, in compliance with all internal policies, and/or external regulatory requirements.
  • Research required information using available resources such as internet, portal, knowledge base.
  • Provide customers with accurate and precise product and service information
  • Drive and educate customers to online or web usage
  • Process orders and forms following standard procedures in a timely manner.
  • Follow up and callbacks as promised, where necessary.
  • Maintain records of telephonic interactions, orders and accounts according to standard procedures
  • To respond positively and openly to feedback from management, and put into practice advice on how to improve continuously.
  • To escalate any queries or unresolved or priority issues that cannot be completed with the agreed procedure
  • To undertake any administration tasks delegated by the Company and / or the Company's Client during low call volume
  • Participation on team activities and regular team meetings, giving feedbacks and innovative ideas, on service and process improvements and make recommendations to the team.
  • Undertake any other duties as-and-when assigned by Management.

Job Requirement:

  • Possess a minimum SPM.
  • Minimum of 1 year of customer service experience in a contact center environment.
  • Fresh Graduate also encourage to apply.
  • Excellent verbal and written communication skills.
  • Strong interpersonal skills and the ability to build rapport with customers.
  • Ability to work in a fast-paced environment and handle high call volumes, live chat inquiries, and emails.
  • Proficient in Microsoft Office and experience working with CRM systems.
  • Ability to work flexible hours

Job Type: Full-time

Pay: RM2, RM3,000.00 per month

Benefits:

  • Maternity leave
  • Opportunities for promotion
  • Parental leave
  • Professional development

Work Location: In person

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