Advisor I, Customer Service – English

Concentrix CVG Malaysia Sdn. Bhd.; Kuala Lumpur; Sur place; MYR 33 000 - 60 000; Plein temps

Résumé du poste

Concentrix CVG Malaysia Sdn. Bhd. invites applications for Advisor I, Customer Service – English in Kuala Lumpur.

The role interfaces with customers via inbound/outbound calls or web channels, delivering service and resolving routine problems per client requirements. Applicants should have a high school diploma and be courteous with strong service orientation; good English, basic PC skills, and the ability to multitask in a fast-paced environment are essential.

Qualifications

• High school diploma or equivalent.
• Customer-oriented with strong service focus.
• Basic PC skills and typing ability.
• Good written and verbal communication in English.
• Detail-oriented with ability to multitask.

Responsabilités

• Ensure service delivered meets contractual KPIs.
• Clarify requirements and provide appropriate resolutions.
• Listen attentively and demonstrate empathy with customers.
• Greet customers in a courteous, friendly manner.
• Maintain basic knowledge of client products and services.
• Prepare complete and accurate work and notes.
• Participate in activities to improve customer satisfaction.
• Offer additional products and/or services.
• Track, document and retrieve information in call databases.
• Respond to inquiries by referring to published materials or senior staff.

Connaissances

Customer service

Computer skills

Communication

Attention to detail

Multi-tasking

Team player

Formation

High school diploma

Outils

PC knowledge

Description du poste

Job Title: Advisor I, Customer Service – English Job Description

The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.

Essential Functions / Core Responsibilities

• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff

Candidate Profile

• High school diploma with three to six months of relevant experience preferred
• Courteous with strong customer service orientation
• Strong computer navigation skills and PC Knowledge
• Ability to effectively communicate, both written and verbally
• Dependable with strong attention to detail
• Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
• Tolerance for repetitive work in a fast-paced, high production work environment
• Ability to work as a team member, as well as independently
• Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
• Ability to rotate shifts, as needed
• Based on location and/or program, additional experience/skills may be required
• *Job requirements may vary by country and will not contravene any local laws

Career Framework Role

Has program required basic skill set to perform routine tasks within simple processes but lacking program/product specific knowledge. Works with close supervision and clearly defined procedures. Starting to demonstrate familiarity with client terminology, operating standards and procedures. Starter without sustained metric performance levels.

Supplemental Geographical Information

RECRUITER ENTER THE APPLICABLE LANGUAGE: GERMANY - This job description does not apply to employees in Germany. UNITED KINGDOM- EXCLUDE HIGH SCHOOL INFORMATION IN CANDIDATE PROFILE SECTION.

• PHILIPPINES – Minimum of two years of college education. No prior call center experience is required
• PHILIPPINES – Ability to think clearly and can explain simple issues effectively, both written and verbally
• INDIA – Ability to effectively communicate, both written and verbally
• INDIA – Listen attentively to customer needs and concerns; demonstrate empathy
• INDIA – Clarify customer requirements; probe for and confirm understanding of requirements or problem
• INDIA – Confirm customer understanding of the solution and provide additional customer education as needed
• INDIA – Ability to learn including strong problem solving skills
• INDIA – Demonstrate strong probing and problem solving skills
• INDIA – Should be able to handle complex queries
• INDIA – Should be able to resolve customer queries independently

Location

Location: MYS Kuala Lumpur Sentral - NU Tower 2 - Level 9 &10

Language Requirements: Time Type

Full time

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Equal Opportunity Statement

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.

Concentrix Credentials

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.