Pekerjaan di Bangsar south, kuala lumpur, my
Kemas kini terakhir: 3 hari yang lalu
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Associate, Commercial Support Unit
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Tawaran kerja ini tidak tersedia di negara anda.
Associate, Commercial Support Unit
AstroBangsar South, MY23 hari lalu
Penerangan pekerjaanMust be passionate about delivering great service to our customers Minimum SPM with minimum 1and half years related working experience Fluent in English and Malay Experience and interest in Social Media, Mobile Technology, Instant Messaging, etc. Knowledge of Home Network and Wi-Fi set up, digital streaming would be an advantage Able to speak Mandarin or Tamil will be an added advantage
WHY JOIN US?
We practice a vibrant & energetic office culture.
We provide opportunities for career advancement within the company.
Good performance is always rewarded accordingly.
JOB RESPONSIBILITIES :
What you will do :
- To answer incoming customer phone calls and emails by responding promptly and taking appropriate action for each call / email with end to end resolution governed by the standard policy and set procedures
- To always maintain a positive, empathetic and professional attitude towards customers
- To acknowledge and resolve customer complaints i.e. troubleshooting a technical issue, waiver and ledger calculation for Commercial, Hotel & Hospital accounts based on number of subscription outlets / rooms
- To have thorough product knowledge on plan and packages for commercial accounts and to be knowledgeable in old and new campaigns
- To perform Upsell of bundles / ala-carte plan to potential commercial customers
- Attend to customer enquiries and request through various channels i.e. on-line request via webpage, live chat, Facebook & social media
- To update CRM system on customer interactions, transactions, comments and complaints
- To follow-up on pending cases to ensure resolving it within TAT
- To process new subscription / application for Commercial, Hotel & Hospital customers with accurate information and document compliance
- Ensure customer satisfaction and provide professional customer support on soft skill (call etiquette) and hard skill (process & procedures accuracy) by meeting the QA benchmark and GSS score
- To promote ‘SAVE Offer’ to retain customers from churning out
- To guide and support new CSU agents coming on board
- Team player in meeting the Service Level Agreement (SLA) of calls and Turn Around Time (TAT) of emails
- To interact with internal stakeholders when case escalation required in resolving customer request / complaint
- To communicate and coordinate with Team Managers in fulfilling customer request where LOA is involved
REQUIREMENTS : Who you are :