Customer Engagement Executive

Alpha Iota BPOSungai Petani, Kedah, Malaysia

11 days ago

Job description

Overview

Alpha Iota BPO Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Benefits

Exciting Work-from-Home Opportunities
Learning & Development Programs to Upskill Yourself
Lucrative Salary Package
Health and Wellness Perks & Benefits
Motivating and Supportive Teams
and lots more!

Responsibilities

Manage the end-to-end customer service cycle, which includes responding to customer inquiries through multiple platforms including Telegram, WhatsApp, and Live Chat, in a timely and professional manner.

Build in-depth knowledge of company products, services, and processes to effectively resolve issues and deliver top-notch support.

Handle customer complaints with empathy and efficiency, offering appropriate solutions within set timelines and ensuring proper follow-up until resolution.

Adopt a proactive, sales-oriented approach to engage customers, promote services, and strengthen relationships.

Guide customers through account setup processes and address any questions they may have.

Escalate special cases or complex issues to the appropriate person in charge for further handling.

Perform account creation and setup for newly onboarded customers and manage existing customer base.

Identify opportunities to upsell additional services and products during the onboarding process.

Educate clients on the full range of services available, highlighting the benefits and value they can provide.

Reach out to inactive clients to encourage engagement and improve customer retention.

Support customer service operations with additional administrative tasks as needed.

Uphold integrity and confidentiality when handling all customer information.

Qualifications

Minimum of 1 year of experience in customer service, with proven ability to communicate effectively with customers on a daily basis (remote / virtual experience preferred).

Ability to thrive in a fast-paced environment; self-motivated, customer-oriented, results-driven, and disciplined.

Strong multitasking, organizational, and time management skills.

Creative and resourceful problem-solver with a proactive mindset.

Reliable high-speed internet connection (work-from-home role).

Proficiency in computer skills, including Windows OS, Microsoft Office, and Google applications.

Flexibility to work on a rotating schedule (24 / 7 coverage), including midnight shifts, weekends, and public holidays.

Work schedule : 9 hours per day , 5 days a week, with 2 rest days.

Proficiency in English is required; the ability to communicate in Mandarin (written & spoken) is an added advantage.

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Engagement Executive • Sungai Petani, Kedah, Malaysia

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