Purpose of the role:
A Call Center Executive’s role is to ensure a business’ customers receive outstanding support and all their needs are met. Call Center oversee the customer support department’s day-to-day functions as well as establish standards and protocols to be used by the customer service team to promote customer satisfaction.
Working Relationships:
Internal: SBM Technical Support , SBM Repair Centre, SBM Spare-part Store, and Field Operations
External: Clients (Retailers and Bankers), and vendors
Key Accountabilities:
- Create ticket for Engineer call log in Skywalker system.
- Arrange PM Service for all customer and updates in PM Service report.
- Communicate with engineers for arranging SLM Calls and special tasks.
- Responsible for responding to customer/service providers thru emails and whatsapp for SLM Log calls.
- To track call report performance data for management analysis.
- Providing accurate information on services to customers.
- Ensure all SLA’s are met appropriately.
- Ensure customer satisfaction and provide professional customer support.
- Identify and escalate issues appropriately.
- Follow up on customer interactions.
Formal Education:
- Possess at least a Diploma in Business Studies or in any field related to the above role.
Experience:
- At least 1 years of working experience in customer service field.
- Fresh graduates are welcome to apply.
- Required Skills: Microsoft Excel and/or Google Sheet.
Personal Qualities:
- Able to work on shift hours (between 8am to 8pm), weekends and public holidays
- Good customer handling skills and complaint/difficult customer handling experience.
- Pleasant personality, proactive, good stress tolerance and ability to multitask.
- Possess an excellent spoken and written English with high initiatives and positive attitude.
- Pleasant attitude and personality and able to work independently with minimum supervision.
Job Types: Permanent, Fresh graduate
Pay: RM2,400.00 - RM2,600.00 per month
Benefits:
- Opportunities for promotion
- Professional development
Work Location: In person
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