Overview

• Salary

  -

• Industry

  Call Center

• Job Description

  <<Company description>>
  This company is a technology-enabled global business services company specializing in customer engagement and improving business performance for some of the world’s best brands. Every day, from more than 40 countries and across 6 continents, our staff delivers next generation customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
  
  <<POSITION SUMMARY>>
  The Customer Service Representative Role is to handle incoming program inquiries from our client's partners and Customers.
  They are able to handle inquiries via all media channels supported for both inbound and outbound services.
  The CSR is required to represent our client appropriately to all customer segments and partners.
  
  <<DUTIES AND RESPONSIBILITIES>>
  You are responsible for the overall performance of your team with a strong focus on agents' performance.
  As such you will be able to supply all required knowledge on an ad hoc and structured basis.
  Responsibilities include the monitoring and managing for performance of all KPI's including telesales campaign target.
  By providing training, coaching and expert advice your team members will exceed all targets set for them.
  By analyzing data from multiple sources you will find areas in need of improvement and provides this through process improvement and staff management.
  
  <<ROLES>>
  - Answers incoming calls, faxes, postal mail and emails relating to the program supported Provides information about the programs supported to enable customers to access the programs and the associated benefits Identifies customer requirements and ensures they are answered or routed through the appropriate support area.
  - Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be confirmed Ensures that activities and tasks required are performed and or documented in the Software tools where provided.
  - Follows correct processes and procedures for changes in the client supplied tools as required Performs all procedures accurately, including following the client documented call flows, work processes, data entry requirements, and complaint management processes.
  - Provides call backs and or call downs to subscribers and partners as required.
  - Demonstrates a strong customer service orientation and takes responsibility to ensure customers are satisfied.
  - Provides a high level of professional and competent customer service and is able to communicate effectively with customers.
  
  ★Attractive Point
  ・Inexperienced candidate can apply because company's training is well.
  ・Career enhancement
  ・Laungage enhancement because can use not only native launguage but also English.
  ・Working in the center of KL.The office is located in KL sentral.
  ・Allowance is very fulfilling.