Job Scope
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.
• Maintain and improve 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 Applicants, please email your resume to [email protected] (R1441955), stating the position as the subject title in the email.

Rupa Kankariya EA License No. 02C3423 Personnel Registration No. R1441955

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