Customer Service Agent

JobSummary :

The Customer Service Agent will beresponsible for delivering exceptional customer support to ourclients. This role involves handling inquiries, providingresolutions, and maintaining a high standard of service in linewith company objectives. The candidate should possess strongcommunication skills and thrive in a fast-paced, dynamicenvironment, ensuring customer satisfaction is apriority.

JobDescription :

1.    Respondto customer inquiries via phone, email, and live chat with aprofessional, friendly, and courteous attitude.

2.    Resolveproduct or service issues by clarifying the customer's complaint,determining the cause of the problem, and selecting the bestsolution to solve the issue.

3.    Provideaccurate information regarding products, services, and policies,ensuring the customer's needs are fully addressed.

4.    Educatecustomers on processes, product features, and services, creatingawareness and fostering satisfaction.

5.    Activelylisten to customer concerns, provide appropriate solutions, andfollow up to ensure resolution.

6.    Workclosely with cross-functional teams to address complex issues,escalate matters when necessary, and collaborate to ensure thehighest level of customer satisfaction.

7.    Handlemultiple tasks efficiently in a fast-paced environment, includingmanaging time effectively and prioritizing tasks asnecessary.

8.    Documentand maintain customer records by updating account information andcall details after each interaction in the system.

9.    UtilizeMicrosoft Office programs, particularly Excel and Word, to trackand report customer data, performance metrics, and other relevantinformation.

10. Maintain technicalproficiency with customer support software andtools.

11. Maintain the company'sreputation for high-quality service by adhering to policies andprocedures, ensuring compliance with companystandards.

Provide feedback and recommendationsto improve customer service processes, contributing to continuousimprovementefforts

Candidatemustpossess :

a)       atleast SPM / Diploma / Advanced / Higher / Graduate Diploma orBachelor's Degree in any fields orequivalent;

b)       preferablya minimum of one (1) year working experience in a call centreenvironment in e-commerce sector and bankingindustry

c)       moderateor strong proficiency in Microsoft Excel, Microsoft Word and otherMicrosoft Officeprograms;

d)       excellentwritten and verbal communication skills in English. Proficiency inother additional languages such as Malay, Cantonese or Mandarinwill be anadvantage;

e)       abilityto work underpressure;

f)        abilityto work with cross-functional teams to achieve desiredoutput;

g)       excellentphonedisposition

h)       Self-motivated,positive attitude and ability to manage multiple tasks in afast-pacedenvironment.

i)        Passionatetowards customersatisfaction

j)        Ableto work on shift (Operation hours : 24x7, off day on rotationbasis)

k)       Ableto response customer with written communications, interact withcustomers to answer questions, solve problems, provide education,create awareness and maintain company’s reputation for high-qualityservice.