Call Center Executive

Job Description

Responsible to ensure excellent customer service provided to all customers via telephone calls. Responsible in providing effective and efficient services towards customers’ satisfaction and to manage, ensure all inquiries or complaints received are attended to according to the service standard specified.

• Responsible for performing a full range of customer service oriented telephone, faxes, letters and e-mail support activities as directed. Receive and handle inquiries and complaints from internal and external customers (30%).
• Take ownership of customers’ enquiries or complaints and resolve them by liaising with respective Business Owners within the Head Office or branches within specified time frame (15%).
• To follow-up and update customers timely on complaints raised until it is resolved (15%).
• Log each complaint received to Customer Care Management System (CCMS) on the same day and follow-up on the cases from time to time until resolved (15%).
• Performs various operational background duties, conducts a variety of routine daily tasks, prepares correspondence; participates in special department projects (10%).
• To share any comments or suggestions among the CSU team in order to improve service to customers (5%).
• Gather customers’ feedback, comments & suggestions and share it with the Manager to improve service and ensure customers satisfaction (5%).
• To undertake any other job responsibilities / accountabilities that may be assigned by the Manager as and when required (5%).

Qualification / Requirement

Seniority level

Employment type

Job function

Industries

Location : Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

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