Operations Assistant (Call Centre)

PLUS Berhad; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading toll expressway operator in Malaysia is seeking an Operations Assistant to manage inbound calls, register customer feedback, and perform follow-up calls. The ideal candidate should have customer service experience and preferably call center experience. Join us in our mission to provide a safe and efficient expressway network.

Qualifications

• Customer service experience is required.
• Experience working in a call center is preferred.

Responsibilities

• Manage calls received through PLUSLine, Emergency Telephone, and RCC.
• Register customer feedback in management systems.
• Carry out follow-up calls for PLUSRonda assistance.
• Prepare and submit various reports as required.

Job description

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Answer all calls received through PLUSLine (1-800-88-0000), 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 ending 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 (Head of Function, Region Manager or Section Manager) for further investigation and action.

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

3. Follow Up Call

Carry out follow up calls to customers within 30 minutes for any request of PLUSRonda assistance received through PLUSLine (1-800-88-0000) and ET.

Carry out follow up calls to PLUSRonda within 30 minutes to obtain 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 any form that is placed at RCC.

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

Check and confirm that all information registered in PRIME is accurate before RCC closes the ticket.

5. Reporting

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 descriptions or new information related to company services.

Comply with the hand‑over procedure before ending the duty.

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

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 ensure the operation and maintenance of 987 kilometres of expressways across the country, providing services to vehicles every day. In our 26 years in business, one thing remains unchanged: our priority and commitment to provide an efficient and safe expressway network that enhances the quality of life. Our vision and mission are to be a premier expressway group in the global arena and to provide an efficient and safe expressway network that enhances the quality of life.

To ensure that our vision and mission are 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.

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?