Customer Service Consultant

POSITION SUMMARY :

Join our dynamic team as a Customer Service Consultant (CSC) and take on a pivotal role in driving Outbound Services for Winback & Collection of Involuntary Churn Operations. Your primary duties will involve engaging customers warmly and professionally, understanding their needs, and delivering exceptional assistance with speed and expertise.

DUTIES AND RESPONSIBILITIES :

Engage professionally with customers over the phone, focusing on outbound services to retain customers and recover owed amounts resulting from involuntary churn operations.

Proactively revive and reconnect customer accounts to ensure activity and recover outstanding amounts by management directives.

Create customized collection treatment / process flow based on credit class (high, medium, low) and debt age guidelines provided.

Resolve customer complaints and requests while strictly adhering to established processes and procedures.

Actively promote all products and services, including appealing upgrades for products and packages.

Surpass productivity standards and goals while providing exceptional customer service.

Demonstrate flexibility in taking on additional assigned duties and collaborating with the team to achieve objectives.

Take ownership of meeting individual Key Performance Indicators (KPIs) and contributing to team goals.

REQUIREMENTS :

Minimum SPM / Diploma / Degree qualification.

Preferably with experience in customer service, particularly in contact / call centers.

Proficient in spoken and written English and Bahasa Malaysia.

Desired personality traits include a positive attitude, enthusiasm, and attention to detail, responsibility, trustworthiness, ethical conduct, and goal orientation.

Strong customer service skills such as attentiveness, empathy, patience, consistency, persuasive communication, impeccable telephone manners, and effective communication abilities.

Demonstrate ability to work well under pressure and maintain stress tolerance.

Must be willing to work on a rotational shift basis, including public holidays and weekends from 9 AM – 6 PM.

If you have what it takes, APPLY NOW.

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