Job Details

Customer Service Advisor

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Teleperformance Malaysia

Published

2019-09-25

Closes

2019-12-31

Location

Penang, Pulau Pinang, Malaysia

Category

Operations and Logistics

Type

Full-time

Description

Short Overview of Job Responsibilities

  • Handles Inbound/Outbound calls, emails, and chat
  • Responds to customer call regarding inquiries and questions
  • Resolves customer issues and works to build customer confidence in the brand
  • As applicable, promotes opportunities for additional products and services

Key Responsibilities (may perform other duties as requested not specifically addressed in this document)
CSR’s Main Role:

  • Responds to customer inquiries and questions based on detailed product knowledge acquired
  • Delivers excellent customer services at all times
  • Handles upset customer inquiries positively and professionally
  • Responds effectively in moderately stressful situations
  • Meets all Key Performance Indicators set by the company and the client like AHT, QA Evaluations, Sales targets and CSAT surveys
  • Adheres to any given schedule including graveyard shift and even public holidays
  • Participates in additional training courses when required
  • Performs all other related duties that may be assigned from time to time

Main Requirements

A. Minimum Education Requirement

  • Bachelor’s Degree or Diploma

B. Minimum Relevant Work Experience

  • 6-12 months’ work experience is preferred in call centre, and the e-commerce logistics business

C. Minimum Skillset

  • Demonstrate strong ability to handle complex situations such as: customer / process like Order Processing, Investigation, Research, etc.
  • Background check should be negative of criminal records and with good character and ethics
  • Fluent in English with neutral accent
  • Should have knowledge on Customer Experience and good customer service

D. Preferred Qualifications

  • No tardiness records throughout the service
  • No more than 3 unplanned absence in past 90 days
  • Passion in helping the team members to reach the higher goal
  • Proven good CSAT or KSAT past records
  • Passion in helping client and their customers during escalation
  • Must complete all required client’s core and continual education training modules
  • Knowledge and/or experience with Microsoft Outlook, IE, typing 40wpm, Proficient with MS Office.