Senior Executive, Customer Care (Call Centre)

Swap Asia; Selangor; On-site; MYR 200,000 - 250,000; Full time

Job summary

A customer care service provider in Malaysia is looking for a Senior Executive in Customer Care (Call Centre). Responsibilities include handling inbound and outbound calls related to claims and customer queries. Ideal candidates should have a diploma and previous experience in customer service. They must communicate fluently in English and Bahasa Malaysia, and Mandarin proficiency is advantageous. The position requires working in shifts.

Qualifications

• Must be willing to work on a shift rotation basis.
• Experience in a call centre or customer service environment is preferred.
• Excellent verbal and communication skills in Bahasa Malaysia and English, Mandarin is an advantage.

Responsibilities

• Handle all inbound calls regarding claims and product queries.
• Conduct outbound calls for customer surveys or recovery.
• Resolve price plan issues and ensure effective claims submission.

Skills

Communication in English

Communication in Bahasa Malaysia

Analytical mindset

Teamwork

Education

Diploma or equivalent in any field

Tools

Microsoft Excel

Microsoft Word

Job description

Senior Executive, Customer Care (Call Centre)

Responsibilities

• Handle all inbound calls pertaining to claim submission, product queries and escalation.
• To execute all responsibilities with professionalism and exceed customer’s expectation.
• Ability to follow instruction to ensure complete and execution of claims submission for all the processes.
• To conduct outbound calls with proper professionalism for customer survey or recovery calls.
• Be a team player and cooperate among colleagues.
• Ability to communicate well verbally and in writing using English and Bahasa Malaysia.
• Ability to resolve price plan issues or enquiries.
• Ability to have an analytical mindset to assist, identify and resolve customer’s needs.
• Ability to handle high volume of inbound and outbound calls.
• The need to be working on shift rotation basis.

Requirements

• A diploma or equivalent or higher in any fields.
• Must be willing to work on a shift rotation basis.
• Experience in call centre / customer service environment.
• To have excellent verbal and communication skill in Bahasa Malaysia and English plus ability to speak in Mandarin is be a definite added advantage.
• Ability to use Microsoft excel and Words.
• Ability to carried out responsibilities diligently.
• Ability to think quick on your feet to assist the customers.
• Having a desire to improve and exceed the goals set.
• Experience related to telco will be an added advantage.
• Keen attention to details.
• Enjoy communicating with people and have a pleasant personality.
• Fresh graduates are encouraged to apply.