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Contact Centre Analyst

JOB DESCRIPTION

 

Responsibilities :

  • Handling all inbound & outbound call & e-mail pertaining to public general enquiry, complaints, comments, feedback and other raising issue related to the Projects clearly, promptly and professionally.

  • Proactively resolve problems by clarifying issues, researching and exploring answers given to public related to the Project clearly, promptly and professionally.

  • Follow up on cases referred to Senior Call Agent / Team Lead and provide solutions to public within a given time frame.

  • Records all inbound & outbound in CMS system according to standard operation procedures.

  • Follow up all aged ticket in CMS system to ensure resolution according to standard operations procedures.

  • To exceed public expectation in terms of customer service and accurate information.

  • Send daily CMS Logs report to Senior Call Agent / Team leads.

  • Work in a team to achieve the required KPI elements.

  • Complete other ad-hoc duties assigned by the Management.

  • adhere to work schedule as planned

  • willing to work on shift hour

  • willing to be base in Glenmarie, Shah Alam

Requirement:

  • Proficiency and good command of both English & Bahasa Malaysia and must possess good writing skills in both English and Bahasa Malaysia;

  • Minimum 1 to 2 years of prior similar working experience in the customer service frontline with effective and clear communication skills;

  • Ability to remain calm under pressure when handling challenging personalities;

  • Ability to understand and explain substantial information about the company and product;

  • Ability to multi-task and organize all information that may be received at once;

  • Speedy and high-efficiency skills in answering calls;

  • Readiness to work flexible hours;

  • Ability to understand and analyze problems and provide the appropriate solutions to callers’ needs.

  • Interpersonal skills crucial for working in a customer service centre such as: customer orientation, teamwork, sense of urgency, optimism and enthusiasm;

  • Fresh graduates & diploma holders are encouraged to apply