To perform outbound activities to customers in accordance to any specific instruction given or during any active outbound campaign / period
To participate strategically and tactically in ensuring target is achieved with given for the outbound campaign.
Cross-sell and up-sell company&aposs products and services whenever possible
Build customer’s interest in the services and products offered
Inbound Interaction management
Deliver world-class customer service, while responding to Customer inquiries and concerns via MDEC’s official communication channels (e.g., calls, emails, website, etc.)
Attend to all incoming interactions with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, or by consulting with the internal team and negotiating a positive outcome for the customer and MDEC.
Enhance our customers’ experience by identifying opportunities to offer available products or services based on our customer’s needs Always work with end goal of resolving customers’ needs and ensuring a positive customer experience in every interaction.
Ensure all service standards and targets are met.
Re-prioritize and adapt to an ever-changing environment
MDEC Front Counter Management
Effective management of MDEC Lobby, MDEC Lounge and Front Counter Phone line
Management of all incoming visitors, documents or enquiries and directing to the appropriate MDEC representatives / staffs
Ascertain the nature of the visitors business and referring them to the appropriate MDEC Officers
Work closely with other relevant teams ie: Facility Operations, Administrations, IT, Security, Corporate Communications etc to ensure the MDEC Lobby, MDEC Lounger and Front Counter is presentable, secured and in accordance to MDEC brand at all time.
Report management
To document each customer&aposs information and interaction in the Customer Management system clearly and in a timely manner. (e.g., log-on time, interaction records, customer details and customer satisfaction index).
To document and update Outbound Calls interaction and information
To update any ad-hoc reports assigned by the management
Comformance to
Attendance
Adherence
Punctuality
To support all initiatives by unit, department, and/or division.
