Associate, Contact Centre Shared Service

8 hours ago

Kuala Lumpur Centre Kuala Lumpur, Malaysia Agensi Pekerjaan PERSOLKELLY Malaysia Sdn Bhd Full time 30,000 - 40,000 per year

Associate, Contact Centre Shared Services

  • Handle customers/ agents enquiries and request via phone calls/ live chat and email regarding policy matters in a professional, clear, accurate and timely manner
  • Assess and manage appeals, feedbacks and minor complaints from customer/ agents
  • Update complete and accurate information on customer interaction in the Customer Relationship Management (CRM) system
  • Ensure effective and timely follow-up as promised to customers/ agents
  • Deliver quality service to customers/ agents and meet the minimum rating of the soft skill evaluation
  • Meet the individual targets for Contact Centre and ensure that the service level is met
  • Liaise effectively with other members of the Contact Centre and other departments to resolve enquiries/ requests, where applicable
  • Equipped and knowledgeable in all areas such as Product Knowledge, Procedures, Guidelines, Services and customer handling skills
  • Adherence to schedule on and occupancy in the Contact Centre
  • Competent and able to provide reference to new Contact Centre Officer through call buddying
  • Participate in training to ensure continuous enhancement of skills and knowledge to deliver quality service
  • Take accountability in considering business and regulatory compliance risks and takes appropriate steps to mitigate the risks
  • Maintain awareness of industry trends on regulatory compliance, emerging threats and technologies in order to understand the risk and better safeguard the company
  • Highlight any potential concerns /risks and proactively shares best risk management practices
  • Other responsibilities entailed

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