Job Description

Who are we?
Our client is a business process outsourcing company that offers amazing career opportunities and benefits to everyone across the globe in 29 countries, speak 60+ languages, and employ over 55,000 people worldwide!

Job Descriptions:

• Receives incoming call, emails and chat.
• Responds in accordance with channel received with first call resolution as a goal.
• Provides prompt, reliable, and accurate information to customers while maintaining effective communications during conversations by adjusting to the pace and technical level of the customer.
• Responsible for ensuring contact resolution in a timely manner, while maintaining the highest level of quality support in every customer interaction.
  Provides expertise and recommendations; may require some upselling
• Accurately logs all interactions via Clients Contact Management System.
• Successfully maintains call center metrics.
• Recognizes and adjusts support approach to accommodate all levels of customers experience.
• Educates customers on support options, and the steps being taken to resolve the issue, including online tutorials, in-store programs and help applications built into the programs.
• Communicates positively and effectively with team members, customers, and other partners.
• Escalates issues to the appropriate department according to established procedures.
• Assists the customer in resolving their service related issue according to documented procedures and processes.

Job Requirements:

• HS Diploma or equivalent
• Minimum 6 months experience in a customer service role
• Experience supporting customers via phone, e-mail, chat, and/or in person
• Excellent customer service skills, passion for customer care and technology
• User-level knowledge of computer technology, personal computer or other devices related to client products
• Written and verbal fluency in the language group supported. In addition, possesses sufficient skills to understand all training materials, including technical terminology in requires language in both written and verbal format.
• Self-management to work independently in a fast-paced constantly changing environment.
• Goal Motivated, upbeat individual
• Excellent interpersonal and teamwork skills
• Ability to multitask across systems and applications
• Analyze, isolate and resolve a variety of complex technical issues
• Research and grasp technical information across multiple tools while talking with customers
• Comfortably navigate a technical environment
• Prioritization and organization skills
• Aptitude for acquiring skills in technical troubleshooting and an eagerness to learn and take on new challenges
• Strong keyboarding skills, strong active listening skills and ability to identify root problems
• Accurately paraphrase conversation
• Ability to identify solutions based on written procedures, guidelines, and process tools
• Ability to communicate with the customer in an empathetic fashion
• Ability to negotiate with customer on various solutions
• Ability to diffuse an angry customer through effective customer skills
• Positive attitude emphasizing tact and diplomacy

 Working Hours:
5 days rotational | 9am-6pm / 2pm-11pm

 Remuneration:
Total package up to MYR 7,000

Consultant in Charge
Angel Chok | 014-612 6048 | angel.chok@hunters-in.com