Customer Service Executive/Officer

22 hours ago

George Town, Penang, Malaysia Wawasan Open University [DU013(P)] Full time

We are expanding our team Come and join us

In line with its tagline, 'Think Tomorrow', the university is transforming its curriculum and delivery to prepare a future-ready workforce for the Fourth Industrial Revolution (IR 4.0).

We are looking for passionate and motivated talents to be part of our dynamic team, and nurture professional talents that can positively impact the nation.

As one of the country's pioneer institutions in Open Distance Learning, we welcome new team members who share our goal of being innovative, responsive and dedicated to the advancement of lifelong learning.

Responsibilities:

  • You are responsible for the overall efficient and effective operation of the Contact Centre at Headquarters, including the oversight of contact points in the regional offices.
  • Support the institution's marketing and customer relationship management by ensuring a high customer satisfaction rate and a favourable first impression that is consistent with the institution's brand image.
  • As the first point of contact for customers, you'll need to develop a friendly, supportive, and professional approach when dealing with prospects and students while keeping to SOP response times and follow-up procedures.
  • Actively engages leads and prospects through regular mailing campaigns to attract attention to the institution's products and services.
  • Ability to analyze and identify market demands, and to offer management with analytical reports on programs, promotions, fees and any market or demand developments.
  • Be the point of contact and coordinate the distribution of promotional materials to regional centres.
  • Whenever required, assists the unit with other duties, such as road shows, open days, education fairs, and other marketing activities.

Requirements:

  • Minimum Diploma or in any related area, along with 2 years of working experience in call centre or customer service environment.
  • Excellent problem-solving skills, ability to operate in a dynamic setting, and a good team player.
  • Good command in English, Bahasa Malaysia and Mandarin.
  • Experienced in CRM systems and digital applications will be a strong advantage.
  • Excellent interpersonal and communication skills with all customer levels.
  • Good quantitative and analytical skills.

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