Ensure all incoming signals whether enquirers and/or complaints are attended promptly and resolve and closed-case within the stipulated time frame.
Act as an agent for Senheng to capture all Voice-of-Customer (VOC) for the organization and the management to improvise processes.
- Provides efficient and effective telephone and social media (Facebook, Lazada Chat, Email and Quick Chat) responses to customers, ensuring all internal targets and follow up are monitored and met within the agreed timeline.
- Gathers and solve feedback of customer issues and concerns about products and services to optimize marketing intelligence.
- Provides fulfillment of all calls to conclusion or assesses when a call requires referral or escalation to superior.
- Undertakes all actions required by system and updates database continually.
- Develops and maintains strong relationship with customers and extensive understanding of all products, services, systems, and processes in order to deal with a variety of questions.
** Other responsibilities
Performs other responsibilities and duties periodically assigned by supervisor in order to meet operational and/or other requirements
- Non-Financial MeasuresResolves product or service problems by clarifying customer's complaints and follow up to ensure resolution in a timely manner.
Meet stipulated benchmarks:
- Percentage of Call Answered (PCA for the team)
- Abandon Rate (Team)
- Productivity
- Average Handling Time
- Overall QA and Defective Rate
- One call resolution
Requirements
- Diploma, degree in relevant or other equivalent fields.
- Ability to multitask, prioritize and manage time effectively.
- Excellent communication and interpersonal skills.
- Customer orientation and ability to respond/ adapt to different types of customers characters.
- Familiar with basic Computer Knowledge.
- Strong phone contact handling skills and active listening.
Strong verbal and written in English and Bahasa Malaysia.
