Call Center Specialist

Inter Island Group; Johor Bahru; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service company in Johor Bahru is seeking candidates for a role that involves providing excellent customer experiences across multiple channels. The ideal candidate should have at least 2 years of experience in a similar role and be willing to work night shifts. Additional benefits include performance bonuses and allowances for health and transportation.

Benefits

Health / medical benefits

Learning and development allowance

Quarterly performance bonus

Transportation allowance

Qualifications

• Minimum 2 years of customer experience (calls, email, live chat).
• Ability to determine customer needs and build rapport quickly.
• Experience with ticketing systems is advantageous.

Responsibilities

• Provide an omnichannel experience to customers.
• Personalize and engage customers to drive satisfaction.
• Assist customers on enquiries and issues efficiently.
• Ensure service standards such as CSAT and QA are met.

Skills

Customer service

Effective communication

Empathy

Rapport building

Problem-solving

Tools

Zendesk

Job description

What You Will Do

• Provide an omnichannel experience e.g email, chats, Whats-App, social media, calls with a comprehensive understanding of our products and services.
• Personalise and engage customers effectively to drive customer satisfaction
• Assist customer on enquiries and issues efficiently to mitigate detractors.
• Ensuring service standards are met e.g CSAT, Quality Assurance (QA), Response time and Resolution time.

What You Should Have

• Minimum 2 years of Customer Experience experience (Calls, email and live chat)
• Ability to determine customer needs and quickly build rapport with customers.
• Ability to empathize with and prioritize customer needs, provide appropriate solutions and setting expectations with customers.
• Experience working with Zendesk and/or a similar ticketing system is highly advantageous.

Additional Information

• Willing to work night shift (9pm – 7am) or 5am to 2pm
• 5 days per week (can include weekends)
• RM200 per year for health / medical
• RM500 per year for L&D
• 25% quarterly bonus (every 3 months) (Variable)
• RM100 monthly for transportation (fixed)
• Malaysian only