Customer Care Executive Contact Center

Key Job Responsibilities
-Provide exceptional service to customers via servicing channels ie inbound phone calls, emails, faxes, social media channels
-Understand, research, identify and resolve customer’s complaint and proactively perform service recovery by understanding customers’ needs and concerns
-Drive first contact resolution by focusing on resolving customer's inquiries during the first interaction
-Proactive in discovering opportunity for process improvement and actively participate in the process improvement activities.
-Ensure retention of customers by discouraging cancellation and propose a solution that will suit customer's need
-Document all customer’s contact and interaction information according to standard operating procedures
-Recognize, document and alert the management team of trends in customer’s calls and contacts
-Follow up customer calls where necessary to ensure full resolution
-Proactively upsell or cross sell products and services by recognizing customer’s needs
-Other duties as assigned

What we’re looking for: Requirement
-Minimum high school or diploma holder
-2 years + contact centre experience but not mandatory
-Language proficiency in English and Bahasa Malaysia. Knowledge of additional language/dialect is an added advantage
-Excellent listening, verbal and written communication skills
-Proficient in relevant computer applications and ability to navigate through multiple systems at any given time
-Knowledge of customer service practices and principles
-Ability to multitask and handle stressful situation appropriately
-Ability to adapt in a fast-paced working environment
-Ability to think critically and creative problem solver
-Team player with positive attitude
-Able to work staggered workhours and lunchbreaks whenever necessary according to operational needs