Service Specialist- Malay - Penang

Teleperformance; Dunoon; On-site; GBP 18,000 - 25,000; Full time

Job summary

A customer service-focused role at an international company in Dunoon seeking Service Advisors to support customers with inquiries, orders, and complaints. Ideal candidates should have a bachelor's degree, fluent communication skills in English and Malay, along with a background in BPO customer service. The position demands strong problem-solving abilities, team management experience, and a passion for customer satisfaction.

Qualifications

• 1-3 years of BPO inbound customer service experience or related roles.
• Strong critical thinking and decision-making skills.
• Ability to influence team members and maintain customer satisfaction.

Responsibilities

• Provide customer service support to client customers' inquiries.
• Handle customer queries, complaints, and resolutions effectively.
• Promote a customer-centric mindset among the team.

Skills

Communication skills

Negotiation skills

Analytical skills

Problem-solving skills

Team management skills

Education

Bachelor’s degree or equivalent diploma

Tools

CRM tools

MS Office

Job description

Overview

The Service Advisors (SA) will provide customer service support to Client Customers’ requests for information related to items including, but not limited to, post order support, delivery information, payment information, product pre-orders, product pre-screening calls (where applicable), and general customer inquiries.

Qualifications

Requirements/Skills:

• Bachelor’s degree or equivalent diploma
• Exceptional verbal and written communication, including negotiation and presentation skills.
• Fluent in English and Bahasa (C1 Level) in listening, reading, and writing via Hallo Ai
• Product Background: Preferably technology savvy and familiar with mobile operating systems or comparable technology. Should achieve 60-80 words per minute (WPM) during the typing exam.
• Customer Service Experience: 1-3 years of BPO inbound customer service experience or related roles, capable of handling customer queries, complaints, and resolutions.
• Leadership and Team Management Skills: 1-3 years supervisory experience managing a CS team.
• Customer-Centric Mindset: Ability to influence team members to prioritize customer needs and ensure high satisfaction.
• Operational and Process Management: Knowledge of BPO operations, process optimization, workflow management, and efficiency improvements.
• Analytical and Reporting Skills: Ability to analyze sales data, identify trends, and proficiency with CRM tools, Excel, Numbers, and dashboards. Experience managing KPIs such as CSAT/NPS, AHT, and FCR.
• Problem-Solving and Decision Making: Strong critical thinking, problem-solving, and decision-making skills, including root-cause analysis and coaching facilitation.
• Motivational and Performance Oriented: High energy, results-oriented, focus on KPIs, and ability to handle pressure while maintaining morale.
• Quality Assurance and Compliance: Knowledge of QA standards, compliance, and CS requirements.
• Additional Attributes: Deep technical proficiency, adherence to commitments, composure under pressure, communication skills, advanced issue isolation, MS Office proficiency, and presentation skills.

Responsibilities

• Customer Service Focus: Experience in customer-facing environments; passion for customer service; effective communication in English and Malay; ability to adapt communication style; high-quality customer interactions; data capturing; awareness of industry strengths; assisting with order inquiries.
• Learning Aptitude: Team-oriented, eager to learn, curious, and good at time management and multitasking.
• Additional Attributes for Tier 2 Advisors: Technical proficiency, punctuality, commitment, composure, relationship management, resource utilization, advanced problem isolation, organization, process improvement, collaboration, peer support, and sharing best practices.