JOB SUMMARY
To provide excellent and consistent service via maintaining and enhancing good communication with walk in and call-in consumers
KEY DUTIES AND RESPONSIBILITIES
- To follow-up on issues with the Associate (LET), Liaison Officer (LO) and officer-in-charge at districts to obtain the up-to date information on cases / problem status.
- To monitor the progress of case resolutions and feedback by district Coordination Staff according to Client Charter or service standard.
- To ensure prompt follow ups and feedback to consumers
- To provide inbound agents with the latest information on cases / problems status
- To accurately update disruption status on regular basis
- To update and reply Facebook, twitter, and WhatsApp, and to ensure customers complaints or enquiries are attended to on timely manner
- To support contact center supervisors in providing relevant support to inbound agents
- To produce reports on all the cases detailing status, type and category of cases
- To make outgoing calls to customer on status of cases or complaints resolutions
- Consumers are well-informed
- Good rapport is built between consumers and company
Minimum Qualifications
- Diploma in Customer Service
- At least 3 years of working experience in the related field
- Computer literate
- MS Office is compulsory
- Problem solving
- Good communication skills with written and verbal proficiency in English and Malay
- Active team player, analytical, creative and possess high integrity
