Customer-First Call Centre Agent

Startek; Malaysia; On-site; MYR 22,320 - 33,480; Full time

Job summary

A leading customer service provider in Malaysia is seeking a Call Centre Agent. In this role, you will manage inbound and outbound calls, assist customers with inquiries, and ensure a superior customer experience. The ideal candidate should possess strong communication and problem-solving skills. Flexibility to work shifts, including weekends, is a must. Join a dynamic team focused on delivering high-quality customer service.

Qualifications

• Previous experience in customer service or call centre environment preferred.
• Strong written and verbal communication skills are essential.
• Ability to remain calm and handle stressful situations.

Responsibilities

• Answer incoming calls and respond to customer queries professionally.
• Handle customer complaints and provide appropriate solutions.
• Document all call information accurately in the system.

Skills

Communication skills

Problem-solving abilities

Active listening

Customer-focused mindset

Tools

CRM software

Call centre systems

Job description

We are seeking a customer-focused Call Centre Agent to handle inbound and/or outbound calls professionally and efficiently. The ideal candidate will be responsible for assisting customer with inquiries, providing solutions to their concerns, and ensuring a positive customer experience. This role required excellent communication skills, problem-solving abilities, and a customer-first mindset.

Key Responsibilities:

• Answer incoming calls and respond to customer queries in a timely and professional manner.
• Handle customer complaints, provide appropriate solutions, and follow up to ensure resolution.
• Maintain a thorough understanding of company products, services, and policies to provide accurate information.
• Process customer requests, orders, and transactions as required.
• Document all call information accurately in the system for future reference.
• Meet or exceed performance targets, including quality, productivity, and customer satisfaction.
• Collaborate with team members and supervisors to improve customer service processes.

Key Requirements:

• Previous experience in customer service or a call centre environment is preferred but not mandatory.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.
• Ability to handle stressful situations and remain calm under pressure.
• Basic computer skills and proficiency in CRM software or call centre systems.
• Willingness to work in a fast-paced, high-volume environment.
• Flexibility to work in shifts, including weekends and holidays, if required.