Chat Support for Aviation - English Speaker

Concentrix; Kuala Lumpur; On-site; MYR 33,000 - 60,000; Full time

Job summary

Concentrix is seeking an English-speaking chat support agent for aviation inquiries in Kuala Lumpur. You will handle email and chat, identify customer needs, and provide accurate solutions.

You will build relationships, protect privacy, meet personal and team targets, and document calls while escalating issues when needed. This role offers a dynamic environment serving global CX clients.

Responsibilities

• Answer email and chat in a timely manner
• Identify customers' needs, clarify information, research issues and provide solutions
• Build sustainable relationships and engage customers by taking the extra mile
• Keep the customer's privacy and protect customer information
• Meet personal/team qualitative and quantitative targets
• Handle inquiries and route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize and alert management to trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports
• Other duties as assigned

Job description

Chat Support for Aviation - English Speaker

• Answer email and chat in a timely manner
• Identify customers' needs, clarify information, research every issue and provide solutions and/or alternatives
• Build sustainable relationships and engage customers by taking the extra mile
• Keep the customer's privacy and protect customer information
• Meet personal/team qualitative and quantitative targets
• Handle simple to difficult inquiries in a given span of time
• Manage different types of callers in a given span of time
• Achieve the given metrics in accordance to the center's commitment to client
• Manage and resolve customer complaints
• Identify and elevate issues to supervisors
• Provide accurate information and excellent customer service
• Research required information using available resources
• Research, identify, and resolve customer complaints using applicable resources
• Process request according to customer's preference on time
• Route calls to appropriate resources
• Document all call information according to standard operating procedures
• Recognize, document, and alert the management team of trends in customer calls
• Follow up customer calls where necessary
• Complete call logs and reports
• Other duties as assigned

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