Support Specialist

Salary: 3,800 RM + night shift allowance + KPI

Shift Schedule: Rotational Shifts of 5 days working for 9 hours (inclusive of 1 hr lunch break) per day.

Joining Date: 10th April

Requirements

• Minimum 2 yrs of CS exp in BPO industry is mandatory.

• Bachelor's degree required

• CS role with 90% Chat & Email process & only approx 10% Voice.

• Understand customer enquiries and respond via applicable channels: email, and chat (10% PHONE CALLS)

• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel

• Manage customer escalations and ensure that these are answered, tracked, and escalated as required

• Perform all procedures accurately, including following client's documented call flows, work processes, data entry requirements, and complaint management processes

• Ensure all SLAs are met accordingly

• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied

• Provide a high level of professionalism and competent customer service

• Able to communicate effectively with customers in a friendly and polite manner following the processes

Customer Service, Customer Satisfaction, Chat, Complaint Management, Slas, Communication, Email