Operations Assistant (Call Centre)

PLUS Berhad; Petaling Jaya; On-site; MYR 33,000 - 45,000; Full time

Job summary

PLUS Malaysia Berhad is seeking an Operations Assistant to support frontline toll operations across PLUSLine, Emergency Telephone, and RCC. You will answer calls, greet customers, and follow the standard script.

You will register feedback into CCOMS and CIP, assign unresolved items to the Head of Function or Region Manager, and update actions and solutions accordingly. You will conduct timely follow-up calls within 30 minutes for PLUSRonda, RCC updates, and recovery vehicle events, while

Responsibilities

• Answer all calls received through PLUSLine, Emergency Telephone (ET) and Region Communication Centre (RCC) using the standard script.
• Verify the feedback information with the caller before ending the conversation.
• Immediately register the feedback received through PLUSLine and ET into CCOMS and CIP.
• Assign unresolved customer feedback in CCOMS/CIP to the related party e.g. Head of Function, Region Manager or Section Manager for further investigation and action.
• Update the action taken and solution details for customer feedback into CCOMS/CIP.
• Carry out follow up calls to customers within 30 minutes for PLUSRonda requests received through PLUSLine and ET, and to PLUSRonda for event updates.
• Carry out follow up calls to Recovery Vehicle Operator (RVO) within the stipulated times.
• Record and update highway event information in PRIME, RCC log sheet, WhatsApp, Telegram and other forms used at RCC.
• Record and update incident information received at RCC into PRIME system.
• Check and confirm all information registered in PRIME is accurate before RCC closes the ticket.
• Prepare and submit reports: Summary of Recovery Vehicle Operator (RVO) every Monday; Section on Call (SOC) Weekly Schedule every Friday.
• Improve job knowledge by reading new product descriptions or company information; comply with handing over procedures; complete ad hoc tasks as instructed.

Job description

Answer all calls received through PLUSLine (1-800-000), Emergency Telephone (ET) and Region Communication Centre (RCC).

Greet and hang up the calls received through PLUSLine, Emergency Telephone (ET) and Region Communication Centre (RCC) using the standard script.

Verify the feedback information with the caller before end the conversation.

2. Feedback Management

Immediately register the feedback received through PLUSLine and ET into Customer Care Online Management System (CCOMS) and Customer Intelligence Portal (CIP).

Assign unresolved customer feedback in CCOMS/CIP to the related party i.e. Head of Function, Region Manager or Section Manager for further investigation and action.

Update the action taken and solution details for customer feedback into CCOMS/CIP.

3. Follow Up Call

Carry out follow up call to customer within 30 minutes for any request of PLUSRonda assistance that received through PLUSLine (1-800-000) and ET.

Carry out follow up call to PLUSRonda within 30 minutes to get the event updates.

Carry out follow up call to Recovery Vehicle Operator (RVO) within the stipulated times.

Record and update highway event’s information in PRIME, RCC log sheet, WhatsApp, Telegram and any form that placed at RCC.

Record and update incident information received at RCC into PRIME system.

Check and confirm all information registered in PRIME are accurate before RCC closed the ticket.

5. Reporting

To prepare and submit the following reports to the respective Region, Section, or Function

Summary of Recovery Vehicle Operator (RVO) – every Monday

Section on Call (SOC) Weekly Schedule – every Friday

6. Others

Improve job knowledge by reading and studying new product description or new information related to the company services

Comply to handing over procedure before end the duty

Carry out any ad hoc task instructed by the Management and Superiors i.e. Overtime, CSR, Company Event, Coordinator, Simulation Exercise and etc.

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Your application will include the following questions:

• Which of the following statements best describes your right to work in Malaysia?
• What's your expected monthly basic salary?
• Which of the following types of qualifications do you have?
• How many years' experience do you have as an Operations Assistant?
• Do you have customer service experience?
• Have you worked in a call centre before?

Build and Develop Your Future with PLUS Malaysia Berhad

PLUS Malaysia Berhad, as the largest toll expressway operator in Malaysia and one of the largest in South East Asia is proud to mention that we are committed to operate and maintain 987 kilometers of expressways across the country and provides services to vehicles every day. In our 26 years in business, one thing remains unchanged in PLUS Malaysia Berhad is our priority and commitment to provide efficient and safe expressway network that enhances the quality of life. Our vision and mission is to be a premier expressway group in the global arena and providing efficient and safe expressway network that enhances quality of life.

To ensure that our vision and mission is achieved, we are looking for talents who are passionate and thrive on working in an atmosphere of high-performance. Individuals who yearn to be a part of building nations and bringing a difference to the environment and society that we live in are most welcomed. We will attract, motivate, develop and engage our talents to become outstanding and dynamic professionals who embrace our values of passion for success, integrity, caring, trustworthy, teamwork, sincerity and financial prudence.

We welcome you to be part of us in building nation.

Build and Develop Your Future with PLUS Malaysia Berhad

PLUS Malaysia Berhad, as the largest toll expressway operator in Malaysia and one of the largest in South East Asia is proud to mention that we are committed to operate and maintain 987 kilometers of expressways across the country and provides services to vehicles every day. In our 26 years in business, one thing remains unchanged in PLUS Malaysia Berhad is our priority and commitment to provide efficient and safe expressway network that enhances the quality of life. Our vision and mission is to be a premier expressway group in the global arena and providing efficient and safe expressway network that enhances quality of life.

To ensure that our vision and mission is achieved, we are looking for talents who are passionate and thrive on working in an atmosphere of high-performance. Individuals who yearn to be a part of building nations and bringing a difference to the environment and society that we live in are most welcomed. We will attract, motivate, develop and engage our talents to become outstanding and dynamic professionals who embrace our values of passion for success, integrity, caring, trustworthy, teamwork, sincerity and financial prudence.

We welcome you to be part of us in building nation.

What can I earn as an Operations Assistant