Operations Assistant (Call Centre)

PLUS Malaysia; Selangor; On-site; MYR 20,000 - 100,000; Full time

Job summary

A highway service provider in Selangor is looking for a Customer Service Representative to manage incoming calls through PLUSLine and Emergency Telephone. The role involves registering customer feedback, performing follow-ups, and preparing reports. The ideal candidate should have strong communication and problem-solving skills, with attention to detail. Experience with customer management systems is a plus. This position requires compliance with established protocols and attention to service quality.

Qualifications

• Experience in handling customer calls and feedback.
• Ability to follow protocols and procedures.
• Strong attention to detail and accuracy.

Responsibilities

• Answer and manage calls through PLUSLine and Emergency Telephone.
• Register and manage customer feedback promptly.
• Prepare and submit weekly reports as required.

Skills

Customer service skills

Communication skills

Problem-solving

Tools

Customer Care Online Management System (CCOMS)

PRIME system

Job description

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 end the conversation.

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.

Follow Up Call

Carry out follow up call to customer within 30 minutes for any request of PLUSRonda assistance that received through PLUSLine (1-800-88-0000) 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.

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

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.