Call Centre Specialist

Job Description

A Call Centre Specialist is responsible for handling customer interactions, providing exceptional service, and resolving inquiries efficiently. Key duties include answering calls, responding to emails, and managing live chat sessions to address customer concerns and provide accurate information. The specialist must maintain a thorough knowledge of the company's products, services, and policies to offer precise solutions. Excellent communication skills, a patient and empathetic approach, and the ability to work in a fast-paced environment are essential for success in this role. Additionally, specialists are expected to document interactions, escalate issues when necessary, and contribute to team goals for customer satisfaction and operational efficiency.

Job Responsibilities

•Timely Communication Management: Handle calls, emails, and WhatsApp messages promptly, ensuring adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
•Product Knowledge: Maintain comprehensive knowledge of products and services to effectively address customer inquiries and issues.
•Escalation Management: Follow Standard Operating Procedures (SOPs) for case escalation, ensuring issues are addressed appropriately and efficiently.
•Customer Interaction: Manage difficult customer interactions with professionalism and empathy, aiming to resolve conflicts and maintain customer satisfaction.
•Adaptability: Demonstrate the ability to cope with varying workloads and adapt to changing situations effectively.
•Additional Duties: Perform other responsibilities as assigned by the Manager to support the team and operational goals.

Job Requirement

•Minimum 1 year job experience, fresh graduate candidates are welcome to apply too.
•Ability to work with diverse groups of coworkers.
•Excellent communication skills, including verbal with proper grammar.
•A willingness to learn.
•Good computer skills.
•Good multi-tasking skills.
•Comfortable with night shift.
•Working Shift Hours (12 hours shift).
•Work Location: Ipoh, Perak