Responsibility
Client/Customer Management
- Answer clients questions related to the company product via live chat and phone
- Escalate clients' requests and complaints to appropriate channels
- Update clients about their requests and complaints status accordingly
- Gather client’s feedback, identify problem trend and report to supervisor for discussion or service enhancement
- Resolve and accurately log customer’s post-sale requests with the highest level of professionalism, ideally in a single telephone call. Services may include responding to general order status and delivery queries, expediting delivery, determining price eligibility, determining return eligibility, retaining customers, and if necessary, cancelling order lines/orders, and providing general sales and policy information
- Escalating phone calls regarding product related assistance to appropriate channels
- Escalating issues which are beyond the training level provided
- Provide full support to end user following protocols agreed between Webhelp and our client, focusing on quality and appropriate communication, using a CRM
Knowledge Management
- Share knowledge with colleagues through direct communication with the team or by updating knowledge sharing tools
- Proactively research problems and solutions and share this information with the team
- Continuously seek to improve knowledge regarding the client's products and services
- Perform other tasks assigned by management within the competence
- Follow up all operational issues
Training & Development
- Support less experienced colleagues on the desk through joint working, monitoring, direct feedback and knowledge sharing to provide clients with the highest quality support
- Coach team members
- Attend training on new/updated products or procedure
Knowledge,Skills and Ability
- Associate's Degree required, Bachelor's Degree preferred
- Excellent verbal and written communication skills in both Local language and English
- Strong communicator, strong organizing abilities and process-oriented work style
- Skilled PC user
- Basic mathematical skills
- Empathetic & enthusiastic personality
- Strong learning capacity & autodidact
- Extremely motivated
- Active listener and problem solver
- Customer service oriented
- Distinct capacity for teamwork and self-initiative
#AJWH
Job Types: Full-time, Permanent
Salary: RM5,500.00 - RM6,800.00 per month
Benefits:
- Additional leave
- Opportunities for promotion
- Professional development
Schedule:
- Day shift
- Fixed shift
