Call Center Operations Assistant

PLUS Berhad; Petaling Jaya; On-site; MYR 33,000 - 45,000; Full time

Job summary

PLUS Malaysia Berhad is seeking an Operations Assistant to support frontline toll operations across PLUSLine, Emergency Telephone, and RCC. You will answer calls, greet customers, and follow the standard script.

You will register feedback into CCOMS and CIP, assign unresolved items to the Head of Function or Region Manager, and update actions and solutions accordingly. You will conduct timely follow-up calls within 30 minutes for PLUSRonda, RCC updates, and recovery vehicle events, while

Responsibilities

• Answer all calls received through PLUSLine, Emergency Telephone (ET) and Region Communication Centre (RCC) using the standard script.
• Verify the feedback information with the caller before ending the conversation.
• Immediately register the feedback received through PLUSLine and ET into CCOMS and CIP.
• Assign unresolved customer feedback in CCOMS/CIP to the related party e.g. Head of Function, Region Manager or Section Manager for further investigation and action.
• Update the action taken and solution details for customer feedback into CCOMS/CIP.
• Carry out follow up calls to customers within 30 minutes for PLUSRonda requests received through PLUSLine and ET, and to PLUSRonda for event updates.
• Carry out follow up calls to Recovery Vehicle Operator (RVO) within the stipulated times.
• Record and update highway event information in PRIME, RCC log sheet, WhatsApp, Telegram and other forms used at RCC.
• Record and update incident information received at RCC into PRIME system.
• Check and confirm all information registered in PRIME is accurate before RCC closes the ticket.
• Prepare and submit reports: Summary of Recovery Vehicle Operator (RVO) every Monday; Section on Call (SOC) Weekly Schedule every Friday.
• Improve job knowledge by reading new product descriptions or company information; comply with handing over procedures; complete ad hoc tasks as instructed.

Job description

PLUS Malaysia Berhad is seeking an Operations Assistant to support frontline toll operations across PLUSLine, Emergency Telephone, and RCC. You will answer calls, greet customers, and follow the standard script.

You will register feedback into CCOMS and CIP, assign unresolved items to the Head of Function or Region Manager, and update actions and solutions accordingly. You will conduct timely follow-up calls within 30 minutes for PLUSRonda, RCC updates, and recovery vehicle events, while