Customer Service, Associate (Inbound) - 1 Year Contract

AIA Malaysia; Kuala Lumpur; Vor Ort; MYR 36.000 - 48.000; Vollzeit

Zusammenfassung

AIA Malaysia in Kuala Lumpur is seeking customer service professionals to join our inbound call centre teams. You will handle inbound calls, emails or live chats and resolve customer enquiries per SOP, with back-end processing when needed.

We value clear communication, integrity and teamwork. Diploma or Bachelor's degree holders or strong related experience are welcome; fresh graduates encouraged to apply.

Qualifikationen

• Diploma or Bachelor's degree in any discipline; fresh graduates encouraged.
• At least 1 year in customer service/call centre preferred.
• Strong communication and problem-solving skills.
• Willingness to work flexible schedule and overtime when needed.

Aufgaben

• Attend inbound calls, outbound calls, emails and live chats according to SOP.
• Resolve customer enquiries/requests in a timely and effective manner; back-end processing as required.
• Liaise with other teams and business partners to resolve enquiries.
• Coordinate with unit leaders on call time/volume and service targets.
• Promote or cross-sell the company’s products and services when opportunities arise.

Kenntnisse

Customer service

Clear communication

Team player

Written communication

Ausbildung

Diploma or Bachelor's degree

Jobbeschreibung

• There are few different roles for this position. You will be either assigned to inbound call center, or other teams such as emails or live chats.
• To attend to inbound calls/outbound calls/emails/live chats according to the Standard Operating Procedure in resolving and providing solution to customers enquiries/requests in more effective and efficient way, this includes back-end administration processing.
• To liaise effectively with other members of Call Centre, other departments and business partners to resolve enquiries/requests, where applicable.
• To coordinate closely with unit leaders/management in managing individual call time and volume (i.e., AUX, ACW and what deems appropriate) and act appropriately to achieve the service targets.
• To participate in training so as to ensure continuous enhancement of skills and knowledge to deliver quality service.
• To promote/cross-sell the company’s product and services pro-actively when opportunity arises.
• Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements.
• Education – Diploma or bachelor's degree holder in any discipline and/or non degree holders with strong related working experience.
• Experience – Relevant experience, preferably at least one year in Customer Service / Call Centre.
• Demonstrated experience in customer service.
• Passion for excellence with respect to treating and caring for customers.
• Highly developed sense of integrity and commitment to customer satisfaction.
• Ability to communicate clearly and professionally, both verbally and in writing.
• Possess a strong work ethic and team player mentality.
• Ability to handle and manage customer complaints.
• Has a pleasant, patient and friendly attitude.
• Strong detail orientation and communication/listening skills.
• Willingness to work a flexible schedule and occasional overtime when needed.
• Fresh graduates are encouraged to apply.