Customer Experience Specialist

Concentrix; Cyberjaya; Sur place; MYR 24 000 - 36 000; Plein temps

Résumé du poste

Concentrix in Malaysia seeks a Customer Service Representative to handle large volumes of calls and chats, open and manage customer accounts, assess needs, and build trust through clear communication. You will resolve issues, provide accurate information, and support customers across channels.

The role emphasizes using scripts, following policies, and contributing to team goals, with a focus on delivering excellent customer service and promoting company deals and promotions.

Responsabilités

• Open and maintain customer accounts by recording account information
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution
• information and analyzing customer needs
• Contribute to team effort by accomplishing related results as needed
• Manage large amounts of incoming Calls / Chats
• Identify and assess customers’ needs to achieve satisfaction
• Build sustainable relationships of trust through open and interactive communication
• Provide accurate, valid and complete information by using the right methods/tools
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
• Follow communication procedures, guidelines and policies
• Go the extra mile to engage customers
• Resolve customer complaints via phone, email, mail or social media
• Greet customers warmly and ascertain problem or reason for calling
• Act as the company gatekeeper
• Suggest solutions when a product malfunction
• Attempt to persuade customer to reconsider cancellation
• Inform customer of deals and promotions
• Sell products and services
• Work with customer service manager to ensure proper customer service is being delivered
• Close out or open call records
• Compile reports on overall customer satisfaction
• Read from scripts
• Handle changes in policies or renewals
• Resolve customer complaints via phone, email, mail or social media
• Unlock job insights

Description du poste

Concentrix in Malaysia seeks a Customer Service Representative to handle large volumes of calls and chats, open and manage customer accounts, assess needs, and build trust through clear communication. You will resolve issues, provide accurate information, and support customers across channels.

The role emphasizes using scripts, following policies, and contributing to team goals, with a focus on delivering excellent customer service and promoting company deals and promotions.