Member Services Specialist, Contact Center
|Kuala Lumpur, Malaysia
Be the YL ambassador by ensuring the Customer Services Hotline is attended promptly within the stipulated time. Attend to all calls received with exceptional quality within the stipulated SLA time. Resolve customer service enquiries and issues promptly, ensure effective & timely follow up. Maintain and ensure customers’ records are updated into customer database accurately.
Essential duties & responsibilities
Essential duties and responsibilities include the following (other duties may be assigned):
To fulfil all call-related work (inbound & outbound) related to YL products and services from customers and non-customers via phone and emails.
To call customers when attending to queries to obtain correct and complete information’s where required to resolve the issue.
To attend and manage all inbound calls for Customer Services Hotline.
Making efforts to understand the customer, both internal and external; anticipating customer needs; giving high priority to customer satisfaction.
Working effectively with team members to accomplish organizational goals; taking actions that respect the needs and contributions of others; contributing to and accepting the consensus.
Ensure calls are completed and wrap-up within stipulated timelines which will be determined upon the assignment of the respective call queue.
Ensure details entered in the response and system is correct and accurate at all times.
Promptly respond to inquiries for information about company services, regulations, information and procedures. Respond via telephone and in writing to customers’ request for information in clear and understandable manner.
To raise to Management’s attention immediately upon encountering backlash or negative feedback from the customers relating to any areas of YL or the leaders’ obligations to the customers, inconsistencies in the email/call queries, technical or software difficulties, or any issues preventing the execution or completion of the assigned tasks within the stipulated timelines.
Any additional or ad-hoc call task as assigned by the Management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Preferably with 2 years working experience in customer service / contact center industry is required for this position.
Excellent command of English (written and spoken) is a must.
Ability to converse in Mandarin/Cantonese would be an added advantage.
Good voice, clear pronunciation, good diction and able to vary intonation with empathy and good listening skills.
Telemarketing or Telesales experience would be an added advantage.
Computer literacy is essential, especially in MS Word and Excel.
Mature, resourceful, tactful and diplomatic with excellent communication and listening skills.
Self-motivated individuals with integrity, drive to achieve targets and possess good organizational skills.
ADDITIONAL CODE OF CONDUCT COMPETENCIES
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”.
Work Ethics – Must be dedicated, responsible, hard-working, and a team player.
Oral Communication – Able to speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others.
Written Communication – Able to write clearly and informatively; edit work for spelling and grammar errors; vary writing style to meet needs; able to read and interpret written information.
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals.
For interested and qualified applicants, please submit your CV with a cover letter by clicking on the APPLY FOR THIS POSITION button. Please indicate clearly the position being applied for in the email. We will contact shortlisted applicants in due time. Thank you in advance for your time and interest.