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    Helpline Technical Specialist - Malaysia, Kuala Lumpur - Allianz Partners

    Allianz Partners
    Allianz Partners Malaysia, Kuala Lumpur

    2 weeks ago

    Default job background
    Full time
    Description
    Role Purpose:

    The role of the Helpline Technical Specialist is to ensure that the Helpline Department workload and day to day activities are consistently monitored, delegated and completed with the ultimate goal to ensure the department achieve their SLAâ.s

    Key responsibilities include:

    • Commit to the department's service standards, including a 24 hours turnaround for all written communication and a target call abandon rate of 2%
    • Ensure the eGain queues are monitored on a 24/7 basis and the inbound call display is monitored in order to meet the departments KPIâs
    • Develop extensive and sound product knowledge in order to provide timely and accurate information to our clients
    • Deputise for the Team Leader in their absence
    • Multi-tasking of daily assigned workload as well as ad hoc assignments and follow up on individual cases
    • Responsible for delivering excellent customer service and ensuring customer satisfaction and retention
    • Work within our rotating shift patterns
    • Deputise when required on team leaders absence
    • Complete ad hoc tasks at the request of your Team Leader/Manager
    • Coach and mentor new and less experienced Helpline Officers and be readily available to answer their queries
    • Participate in Interviews for new recruits
    • Deal with escalation calls and emails
    • Participate in Broker or other visitor meetings in absence of Manager/Team Leader

    As the successful candidate for the Helpline Technical Specialist position, you will be able to show:

    • Previous experience in call centre environment would be beneficial
    • Experience working in pressurized environment with tight deadlines
    • S trong team player and be able to work under pressure
    • Possess strong interpersonal and communication skills
    • Flexibility
    • Good problem solving skills
    • Attention to detail and accuracy
    • Leadership skills

    We offer employee benefits:

    • Medical insurance coverage
    • Life and Personal Accident Insurance
    • Health Wellness and Fittess Gym
    • Variety of Leave Entitlements
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