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Customer Engagement Executive

Customer Engagement Executive

Alpha Iota BPONilai, Negeri Sembilan, Malaysia
3 hari lalu
Penerangan pekerjaan

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.

    • Referrals increase your chances of interviewing at Alpha Iota BPO by 2x

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