Job title: Senior Customer Care Associate ( 24 hrs Shift )
Job type: Contract
Emp type: Full-time
Industry: Travel and Tourism
Pay interval: Hourly
Pay rate: Negotiable
Location: KLCC, Malaysia
Job published: 2021-01-12
Job ID: 32935
Contact name: Linda Koh
Phone number: +60189100250 / +60123050927
Contact email: linda@nala.com.my

Job Description

Jobs Function 

  • Providing excellent customer service through assisting with enquiry support via various channels (Phonecall, Email, WhatsApp, LiveChat, Social Media).
  • Escalate complaints and feedback to the correct Channel / Managers.
  • Ensure key directions from the Management are followed through and accomplished.
  • Achieve set SLA’s and daily targets.
  • Manage any other ad-hoc tasks assigned by superior.
  • Contract is renewable to perm based on performance review at the end of the 6th month.

Additional Requirement:

  • SPM/STPM/Diploma/ Degree with minimum 3 years’ experience in Contact Centre environment with at least 1 year in Sales Oriented BPO.
  • Able to commit to working in shifts and on weekends (48 hours/week), as per the Call Centre’s manpower requirements. (24/7 operations)
  • Intermediate PC knowledge, with the ability to quickly adapt to new software applications and usage of Microsoft Excel
  • Has own transport and willing to work in KLCC (10minute walk from Raja Chulan Station)
  • Has a strong passion for Customer Service and managing the flow of Customer Experience.
  • Able to work well under pressure in a fast-paced environment with minimal supervision.
  • Resourceful, proactive, and able to work independently to produce high quality technical or professional work
  • Excellent team and communication skills with the ability to take initiative and work with limited direction
  • Ability to conduct briefings and trainings with the latest updates and direction from management.
  • Experience in Omni Channel support experience with any basic ticketing systems (SalesForce/Zendesk/Avaya/Facebook Page Manager)