Executive - Customer Service_JP [HiRi_JP]

Startek; Malaysia; On-site; MYR 33,480 - 50,220; Full time

Job summary

A customer service company in Malaysia is seeking a dedicated Call Centre Agent. The successful candidate will be responsible for managing inbound and outbound calls, ensuring a high level of customer satisfaction through effective communication and problem-solving. Candidates should possess excellent verbal and written communication skills. Previous experience in a customer service role is preferred but not mandatory. This position may require working in shifts including weekends and holidays.

Qualifications

• Previous experience in customer service or a call centre environment is preferred but not mandatory.
• Basic computer skills and proficiency in CRM software or call centre systems.

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.

Skills

Excellent verbal and written communication skills

Problem-solving abilities

Active listening skills

Ability to handle stressful situations

Tools

CRM software

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.