JOB REQUIREMENTS:
● Excellent communication and writing skills in English and Bahasa Malaysia.
● SPM leavers are encouraged to apply.
● Able to work on rotational shifts.
● Prior working experience in the call service industry will be an added advantage.
● Good problem-solving skills and ability to perform in a high-paced working environment.
● Age Group: 18-55 years old.
JOB DESCRIPTION:
Inbound & Outbound Calls
● Liaise with the Business Unit on the status of service request
● Filter calls that do not need an engineer on-site and perform FCR
● Dispatch Engineer on-site for hardware-related issues
● Filter calls based on product and require different assistance such as software help and transfer to the department in charge
● Handle calls from Sales & Main Line
● Enquiries on Paper, Toner, Staples and others
● Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other products
● Enquiries on e Shop Web Portal online purchase and delivery matters
● Enquiries on indoor service repair status and related matters
● Enquiries on gift redemptions
● Enquiries on training-related matters
● Assisting customers to registering product warranties online
● Receive enquiries on consumable
● Process consumable orders
● Help customers with basic ‘how to’ guides
● Other administrative matters
Administrative task
● Any assignment as assigned by the immediate superior or HOD
● Assist Service Mailbox enquiries and replies
● Handle Inbound & Outbound Calls for the Main Line and Operator queue
● Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries
● Send sales lead to the respective sales team
● Raise escalation for the relevant Business Unit for resolution
● Accurately record and update customers’ cases into CRM and trackers following appropriate processes
● Provide accurate and understandable information to all customers and support partners
● Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases
● Ensure all follow-ups are done in a timely manner
● Ensure all SLAs are met appropriately
● Maintain a high level of customer satisfaction whilst maintaining a professional manner
● Be familiar with all policy, processes, and product knowledge and escalation paths
● Remain polite, patient and courteous with customers throughout the experience
● Ensure the end-to-end experience for all customers is at a high level of customer satisfaction
Job Types: Full-time, Contract
Contract length: 24 months
Pay: Up to RM3,200.00 per month
Language:

• Mandarin (Required)