Advisor I, Customer Service – English

cnx; Kuala Lumpur; On-site; MYR 33,000 - 47,000; Full time

Job summary

cnx in Kuala Lumpur, Malaysia is seeking an Advisor I, Customer Service – English to handle inbound and outbound calls and online inquiries, providing cheerful, professional support and resolving routine product or service issues.

The role emphasizes meeting KPIs, documenting interactions, and upselling where appropriate, with a high school diploma and 3–6 months of relevant experience preferred. The position is full-time and on-site in Kuala Lumpur.

Qualifications

• High school diploma with 3–6 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; able to adapt to changes quickly.
• Tolerance for repetitive work in a fast-paced environment.
• Ability to work as a team member, as well as independently.

Responsibilities

• Ensure service delivered to our customers meets contractual KPIs.
• Clarify customer requirements; probe for understanding and use resources to resolve issues.
• Listen attentively and demonstrate empathy while building rapport.
• Greet customers in a courteous, friendly, professional manner.
• Maintain basic knowledge of client products and/or services.
• Prepare complete and accurate work including proper account notation.
• Participate in activities to improve customer satisfaction and business performance.
• Offer additional products and/or services.
• Track, document and retrieve information in call-tracking database.
• Respond to inquiries by referring to published materials or senior staff.

Skills

Customer service orientation

Communication skills

PC navigation

Attention to detail

Multitasking

Teamwork

Patience with customers

Flexibility

Education

High school diploma

Job description

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

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
• Ability to think clearly and can explain simple issues effectively, both written and verbally

INDIA

• Ability to effectively communicate, both written and verbally
• Listen attentively to customer needs and concerns; demonstrate empathy
• Clarify customer requirements; probe for and confirm understanding of requirements or problem
• Confirm customer understanding of the solution and provide additional customer education as needed
• Ability to learn including strong problem solving skills
• Demonstrate strong probing and problem solving skills
• Should be able to handle complex queries
• Should be able to resolve customer queries independently

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

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.

Location:

MYS Kuala Lumpur - Sunway VISIO Tower,Level 8, Menara Sunway VISIO

Language Requirements:

Time Type:

Full time

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