Advisor I, Customer Service – Malay

Concentrix; Kuala Lumpur; On-site; MYR 42,000 - 60,000; Full time

Job summary

Concentrix is seeking an Advisor I, Customer Service - Malay in Kuala Lumpur to handle inbound and outbound calls and assist customers with routine product/service inquiries. You will resolve issues, document interactions, and strive to meet KPI targets in a fast-paced environment.

The role requires strong customer service orientation, clear communication, empathy, and the ability to work both in a team and independently.

Qualifications

• High school diploma or equivalent preferred.
• Courteous with strong customer service orientation.
• Strong computer navigation skills and PC knowledge.
• Ability to communicate effectively in writing and verbally.
• Patient and detail-oriented with a team and independent work capability.
• Able to multitask in a fast-paced environment.
• Tolerance for repetitive work while maintaining quality.
• Willingness to rotate shifts if required.
• Location/program dependent requirements may apply.

Responsibilities

• Meet contractual KPIs for service delivery.
• Clarify customer requirements and provide appropriate resolutions.
• Listen to customer needs with empathy and build rapport.
• Greet customers professionally according to procedures.
• Maintain knowledge of client products and services.
• Prepare complete and accurate work notes in accounts.
• Engage in activities to improve customer satisfaction and business performance.
• Suggest additional products and/or services as appropriate.
• Track, document, and retrieve information in call tracking systems.
• Respond to inquiries by directing to published materials or seniors as needed.

Skills

Courteous

Customer service orientation

Written and verbal communication

Attention to detail

Teamwork and independence

Multitasking

Empathy and rapport

Adaptability

Patience in customer contacts

Education

High school diploma

Tools

PC knowledge

Job description

Job Title

Advisor I, Customer Service - Malay

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
• 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 Sentral - NU Tower 2 - Level 9 &10

Time Type

Full time

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Information Technology Services More than 10,000 employees

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

About Concentrix

Concentrix Corporation (Nasdaq: CNXC), is a leading global provider of customer experience (CX) solutions and technology, improving business performance for some of the world’s best brands including over 100 Fortune Global 500 clients and over 115 global disruptor clients. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and help differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in our key industry verticals: technology & consumer electronics; retail, travel & ecommerce; banking, financial services & insurance; healthcare; communications & media; automotive; and energy & public sector. For more information visit www.concentrix.com to learn more

What can I earn as a Customer Service Adviser