Executive, Customer Relationship (Contact Centre)

Executive, Customer Relationship (Contact Centre)

We are currently looking for Fresh Graduates to join us as Executive, Customer Relationship (Contact Centre). This role focuses on providing direct customer service over the phone and with appropriate follow-up and action to ensure customer satisfaction is achieved.

The successful candidate will report to the team manager and there will be proper training provided upon joining the team. There will be great opportunities for you to grow your career to be a Team Manager as well as Service Manager in a Contact Centre profession.

Key responsibilities

• Attend incoming calls and respond to customer’s queries and requests in a courteous and professional manner, providing appropriate solutions and alternatives.
• Providing high-quality service to achieve customer satisfaction by resolving customer queries at first contact where possible.
• Keep records of all call information in line with the SOP; deliver proper escalation of unresolved matters to Team Manager / Service Manager for resolution.
• Responsible for achieving individual targets and goals whilst maintaining quality and compliance.
• Personalize service by cross-selling and upselling products and services that are suitable for customers.
• Continuously strive to attain and exceed agreed productivity and KRA targets.

Jobholder Requirements:

• Fresh graduates from various backgrounds of study are invited to apply for this position. Diploma and SPM holders are welcomed to apply too.
• Good communication skills in English and Malay; being able to communicate in Mandarin is an advantage.
• Patient, confident, with active listening skills, problem-solving skills, and attention to detail. Able to manage multiple customer interactions.
• Basic PC knowledge, with the ability to quickly adapt to new software applications.
• Must be able to work on shift during weekdays, weekends, and public holidays (allowance provided).
• Must be willing to work in PJ City, Kelana Jaya / OUG.

What’s next?

• Once you’ve applied online, our team will carefully review your application. Due to a high volume of applications, we appreciate your patience to allow for a fair and timely review process.
• Should you be shortlisted for the role, we will send you an invitation via email for an interview. You can also check on your application status by logging into your candidate account.