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Recruitment/Staffing/RPO
Job Summary:
As a Customer Care Specialist, you will play a central role in managing inquiries and resolving issues for both customers and partners across multiple communication channels, including voice calls, email, online chat, and case management systems. Reporting to the Customer Service Team Leader, you'll be responsible for delivering exceptional service and ensuring a positive experience for all users. This role requires strong communication skills, problem-solving abilities, and a proactive approach to managing escalations and service recovery cases, all while meeting key performance metrics and contributing to the team's success.
Job Description:
1. Serve as the main point of contact for customers and partners, handling inquiries and providing support via voice, email, online chat, and case management systems.
2. Set realistic expectations and resolve issues related to orders, payments, and app-related inquiries to ensure a positive experience.
3. Respond to inquiries on social media platforms, addressing questions about services, promotions, and support options through native channels or CRM tools.
4. Handle escalations, service recovery cases, and manager callbacks via email to ensure timely and satisfactory resolutions.
5. Strive for First Contact Resolution (FCR) according to standard operating procedures follow up through callbacks, emails, or social media as needed when FCR is not achieved.
6. Monitor and manage escalation queues and backlogs, focusing on areas such as bookings, payments, and account-related inquiries.
7. Update case details accurately in relevant systems, including CRM and internal documentation tools.
8. Meet and exceed Key Performance Indicators (KPIs), such as average handling time, FCR rate, response time, and customer satisfaction score.
9. Document case details thoroughly in the Customer Relationship Management (CRM) system.
10. Provide clear and accurate information to customers and external partners as needed.
11. Effectively resolve issues related to order fulfillment, payment disputes, and app functionality.
12. Contribute to refining and improving dispute resolution processes.
13. Communicate professionally and clearly with both users and stakeholders.
14. Support the Team Leader in monitoring real-time performance and take proactive action as necessary.
15. Take on additional responsibilities and support ad-hoc projects as assigned by the Team Leader or Management.
16. Foster strong collaboration with team members to maintain a positive work environment.
17. Participate in ad-hoc projects or campaigns as needed to support business objectives.
18. Perform any other duties as assigned by Management.
Job Requirement:
1. Diploma/Advanced Diploma, Bachelor's Degree, or equivalent in any field.
2. Preferably an Executive with experience in Customer Service or a similar role.
3. Minimum of 1 year of relevant experience in a contact center setting is preferred.
4. Experience managing live chats, emails, and inbound calls.
5. Open to both fresh graduates and experienced candidates, with entry level based on prior experience.
6. Strong communication skills across email, face-to-face interactions, and messaging platforms.
7. Proficiency in English and Malay, both spoken and written. Mandarin is an added advantage.
8. Strong business writing skills.
9. Proficient typing skills.
10. Excellent logical thinking and problem-solving abilities.
11. Ability to work independently and thrive in a fast-paced environment.
12. Positive attitude, team-oriented, and eager to learn.
13. Quick learner with the ability to adapt to changes.
14. Skilled in multitasking, prioritization, and time management.
15. Demonstrates strong teamwork and collaboration at all times.
16. Willingness to work on a rotating (24/7) shift, 5 days a week.
Date Posted: 16/11/2024
Job ID: 100479645
We are an award-winning Malaysian company in the areas of Customer Experience, Learning & Training, Human Resource Outsourcing, Talent Management, and Business Process Outsourcing (BPO). Providing cost-effective contact centers, business processes, IT, and Managed services from Malaysia. Our on-shore and off-shore delivery capability span the region we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections,customer service as well as internal IT and Business services. Vision and Mission Our vision is to create and deliver the branded customer experience for you, to ensure that your customers remain loyal. Our mission is the key to achieving this. We will assist you in maximizing your customer experience by ensuring that your people, processes, and operations consistently maintain a sharp focus on service, quality and business performance. Our Core Values Brandt International is more than a company. It's made up of each and every one of you together, we achieve more. Integrity All our actions and decisions are guided by honesty, fairness, and transparency. Maintain high ethical standards. Treat others in a fair, transparent, respectful, and objective manner do not abuse power or authority. Do not allow personal social/economic/political views or inappropriate pressures to influence decision-making. Take prompt and effective action to deal with unprofessional or unethical behavior. Act within and with respect for BRANDT rules and regulations. Takes responsibility for own work, including problems and issues Identifies ethical dilemmas and conflict of interest situations and takes action to avoid and prevent them Anticipate and prevent breaches in confidentiality and/or security Strive for Excellence We will strive for continuous improvement. We will produce the best products and deliver the best services we are capable of providing. We will challenge the process, the product, and our opinions. We will foster a team spirit, never challenging the person, but challenging the problem or opportunity. We will look for new opportunities to learn and grow. We will speak up when we do not understand or do not agree with others. We strive to be known as thought leaders and innovators in customer lifecycle marketing. Spirit of Adventure To be always curious, flexible, and persistent in paving new possibilities. We adopt a culture and mindset of continuous curiosity. We persistently try new possibilities and experiment even though mistakes may be made along the journey. We stay agile, flexible, and innovative on this journey to success. Respect for Diversity We treat all individuals with respect and dignity regardless of their differences, embrace and build upon the unique richness presented by the diversity that characterizes the organization and its staff, and promote gender equality. Respect and work effectively with people of all backgrounds. Are open-minded and seek to understand and empathize with those different to ourselves. Examine own biases and behaviors to avoid stereotyping. Challenge prejudice and intolerance in the workplace. Promote diversity to strengthen own/team work and achieve results.
