Customer Service Representative Normal Shift - Air Itam, Malaysia - DSS Software Solutions Sdn Bhd
Description
The
Customer Service Representative interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements.
Essential Functions/Core Responsibilities:
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decisionsupport tools and resources to appropriately provide resolution to the customer
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
- Maintain basic knowledge of client products and/or services
- Prepare complete and accurate work including appropriately notating accounts as required
- Participate in activities designed to improve customer satisfaction and business performance
- Offer additional products and/or services
- Track, document and retrieve information in call tracking database
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff
- High school diploma with three to six months of relevant experience preferred
- Courteous with strong customer service orientation
- Strong computer navigation skills and PC Knowledge
- Ability to effectively communicate, both written and verbally
- Dependable with strong attention to detail
- Skilled in multitasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fastpaced, high production work environment
- Ability to work as a team member, as well as independently
- Demonstrate patience in all customer contact situations; including maintaining a pleasant and professional tone and manner
- Ability to rotate shifts, as needed
- Based on location and/or program, additional experience/skills may be required
Salary:
RM2, RM3,800.00 per month
Benefits:
- Dental insurance
- Flexible schedule
- Health insurance
Ability to commute/relocate:
- Penang Hill: Reliably commute or planning to relocate before starting work (required)
Education:
- STM/STPM (preferred)
Experience:
Customer Care Specialist: 1 year (preferred)
Language:
- Mandarin (preferred)
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