Customer Service Representative

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

Posted Thursday 20 March 2025 at 16:00 | Expires Monday 14 April 2025 at 15:59

DUTIES & RESPONSIBILITIES:

• To assist the candidate with all aspects of the testing process from registration to test delivery.
• To interface between candidates, clients and test sites in a professional and efficient manner.
• Follow company guidelines in issuing Promo Codes/Emergency Vouchers whilst adhering to Contact Centre policies and procedures.
• Achieve and maintain all key quality and productivity metrics.
• Escalate unresolved candidate grievances to designated departments for further investigation.
• To respond to incoming chats within a specified timeframe according to company guidelines.
• To respond to incoming emails within a specified timeframe according to company guidelines.
• To respond to incoming calls within a specified timeframe according to company guidelines.
• To ensure excellent reliability with minimal unplanned absences as per company guidelines.
• To attend required training to continually learn knowledge of practices, procedures, policies and clients.
• To communicate and participate in team meetings, in order to share best practice and flag issues to the Team Leader.
• To meet agreed objectives enabling the corporate objectives to be achieved.
• Continuously identify work process improvements and communicate to Team Leaders and (or) Management Team.

KNOWLEDGE, SKILLS & ABILITIES REQUIRED:

• Candidate should at least possess SPM, Diploma (Advanced / Higher or Graduate) Bachelor’s Degree or equivalent
• Experience in Customer Service
• Excellent written and spoken English
• Applicants should be willing to work on rotational shifts, which cover both weekends and public holidays and night shifts.