Executive - Customer Service

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading customer service provider in Kuala Lumpur seeks a dynamic individual for a customer support role. The ideal candidate will handle inquiries and resolve customer issues efficiently using excellent communication skills in both English and Bahasa Malaysia. They will participate in team activities and propose improvements while enjoying benefits like an attractive salary, performance bonuses, and medical coverage.

Benefits

Attractive Salary

Performance related bonus

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization insurance coverage

Responsibilities

• Manage incoming telephone enquiries and resolve issues quickly.
• Use listening and questioning skills to gather relevant information.
• Follow agreed procedures to resolve customer queries.
• Ensure information is logged for colleague reference.
• Make outgoing calls to resolve outstanding queries.
• Support and enhance the client’s brand through phone calls.
• Participate in team meetings and provide feedback.
• Respond positively to feedback and implement improvements.
• Escalate unresolved issues when necessary.
• Complete delegated administrative tasks.
• Propose service improvement suggestions.

Skills

Excellent command of spoken and written English

Excellent command of Bahasa Malaysia

Interpersonal skills

Initiative

Ability to work independently

Team player

Education

SPM/STPM/Diploma/Degree in any discipline

Job description

The Responsibilities of the Role:

• To take incoming telephone enquiries, problems, or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
• Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer’s concern.
• Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call.
• To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors).
• To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
• To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
• To recognize the importance of the telephone calls as a way of supporting and enhancing our client’s brand.
• To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
• To respond positively and openly to feedback from the Assistant Manager and colleagues and put into practice advice on how to improve.
• To escalation any queries or unresolved issues that cannot be completed within the agreed procedures.
• To undertake any administration tasks delegated by the Assistant Manager.
• To proactively identify areas for service and procedural improvement and make recommendations to the Assistant Manager.

The Requirements for the Role:

• SPM/STPM/Diploma/Degree in any discipline
• Excellent command of spoken and written English and Bahasa Malaysia
• Possess initiative, able to work independently and as a team.
• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.

The Package:

• Attractive Salary
• Performance related bonus
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.