Customer Service Officer (Call Center) | Contract | 24/7 Shift

BRIEF DESCRIPTION OF THE ROLE
The Contact Centre provides 24/7 omni-channel services including phone call, email, and webchat to customers. The Customer Service Officer (CSO) will be responsible to answer customers’ queries and provide first call resolution.

Role & Responsibilities:

• Handle first level enquires, primarily incoming calls through our hotlines or other channels such as email and webchat
• Understand customers' needs and provide quick, accurate and satisfactory answers to their queries and concerns
• Guide callers in navigating the client website and using the available services
• Gather customer feedback and sentiments and escalate to the relevant parties for further actions
• Ensure proper documentation, notification, escalation, tracking and follow up of all interactions with customers
• Maintains and improves service level quality by adhering to standards and guidelines
• Handle ad hoc duties as required.

Job Requirements:

• Minimum O' level education or any related discipline 
• Minimum 1 year of experience working in a contact center industry
• Active listener and possesses problem-solving skills
• Fast learner and good team player
• Demonstrates good customer service and communication skills and comfortable to work in a fast-paced environment
• 44 hours per week, able to work rotating shift hours including weekends and public holidays
• Open to shift work to support 24/7 operations

Interested Candidates may send their resume and cover letter directly to [email protected] ,stating the position as the subject title in the email.
Hibah Bakhtavar | EA License No. 02C3423 | Personnel Registration No. R21103109