Customer Care Consultant

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia StarHub Full time

Job Description
This role will be based in KL

To deliver superior customer service to all consumer in StarHub by providing general enquiry, billing and technical support for all StarHub services such as StarHub Mobile, Entertainment and Smart Life through the phone. Customers who contact StarHub may receive a survey asking them about their recent experience with StarHub. When customer gives a rating of 0-6 (i.e., detractors), Recovery team member is expected to perform necessary recovery and resolve customer's complaint end to end.

Responsibilities

  • Provide dedicated and superior customer care support for general enquiry, billing support and technical troubleshooting and resolution related to all StarHub consumer services such as StarHub Mobile, Entertainment and Smart Life, and any other new Consumer Services being introduced from time to time over the phone.
  • Customers who contact StarHub may receive a survey asking them about their recent experience with StarHub. When customer gives a rating of 0-6 (i.e., detractors), Recovery team member is expected to perform necessary recovery and resolve customer's complaint end to end. For unresolved or escalated cases, internal SLA should be considered when scheduling callback to the customer.
  • Handle enquiries on StarHub's product and services via calls or emails in a timely and professional manner, ensuring that accurate information and advice are given to customers at all times to enhance quality customer experience and track all calls accordingly.
  • Respond and follow up promptly on all customer requests via calls and emails to improve customer experience with StarHub. To track all callback cases in portal to ensure follow up.
  • Ensure that all other enquiries which are escalated to other teams or departments are handled in a timely manner.
  • Collect and channel feedback on customers' needs, potential issues, processes and service enhancement to Management as an ongoing process in the pursuit of service excellence.
  • To provide statistics and information on the nature of calls as and when there is a call surge, product or customers' issues e.g. new promotions, product launches and technical outages.
  • Make outbound calls to customers whenever there are campaigns and special events organized for these customers.
  • Provide adhoc onsite support to resolve issues for exceptional customers.
  • Undertake and assist in projects or other operational and administrative work as and when assigned.

Job Requirements

  • Diploma in IT /Computer Studies / Networking / is preferred or 'A' level with relevant experience in a service industry
  • 1 to 2 years of working experience in a service industry will be an advantage. Fresh graduates are also welcomed to apply
  • Pleasant, warm and cheerful personality
  • Enjoy experimenting with computer and electronic gadgets
  • Strong team player with initiative and ability to perform under pressure
  • Proficient in English and Chinese or one other language
  • A good listener with excellent interpersonal and communication skills
  • Customer focused with a strong analytical problem-solving mind
  • A good team player
  • Highly adaptable in a dynamic environment
  • Must be able to work rotating shift duties and during weekends and public holidays

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