Executive Customer Service – Call Centre

• Answer inquiries by clarifying desired information; locating and providing information.
• Resolve problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems.
• To ensure all cases are logged accurately into CRM.
• To ensure all cases are escalated correctly by following the escalation process.
• Highlight all urgent cases to the Line Manager for further assistance.
• To seek Line manager assistance whenever is needed.
• Assist customers with any technical issues experienced with website / system and escalate any issues to management appropriately.
• Reply to emails whenever required in the event there is a high volume of emails.
• Highlight any downtime or technical issue to the Line manager for further escalation.
• Undertake any other ad-hoc tasks assigned by the Line Manager or any other superior from Operations as and when required.

The Requirements for the Role:

• Minimum Diploma Holder.
• Basic computer knowledge: MS Office (Word, PowerPoint & Excel).
• Highly proficient in spoken and written English & Bahasa Malaysia.