This role will responsible day-to-day call centre activities in Axaipay, ensuring Axaipay clients and partners expectations are met.
Key Responsibilities
- Deliver excellent customer service and manage the needs of our customers (merchantsand partners) through our communication channels (phone, email, and live chat).
- Act as a point of contact for merchant inquiries, issues, and escalations.
- Professionally handle high volume of inquiries from customers and maintain high customer satisfaction.
- You will be accountable for meeting individual (KPIs) and team goals.
- Conduct ongoing monitoring on merchants and transactions.
- Understand and deliver business strategies and improve customer services through the execution of self-service.
- Continuously identify work process improvements.
- Communicate to Team Leaders and (or) Department Head.
- Perform office-based administrative duties whenever required.
- Must demonstrate high degree of integrity and confidentiality – Maintain confidentiality of customer information at all times.
- Provide ongoing training and resources to merchants on using the company's solutions.
Qualifications
- Must be a Malaysian citizen.
- Diploma or Degree in any field.
- Proven experience in a customer service or technical support role.
- Fresh graduates are encouraged to apply.
- Have an excellent command of spoken and written English. Candidates who are fluent in Mandarin are preferred.
- Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
- Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
- Analytical thinking and high problem-solving skills. Stress tolerance and able to work under pressured environment.
- Willing to work in shift rotations to ensure we have 24/7 service levels when necessary (rotate once a month / fixed)
- Able to work on public holidays and weekends.
