Customer Care Specialist (Contract) - Hiring Urgently

Working hours: Monday to Friday, 8.30am to 5.15pm

Responsibilities

• Handle all inbound calls from policyholders /agents/ public and act on their request in professional and courteous manner
• Reply to requests/ inquiries via emails, mail, facsimile and other channels.
• Identify cross-selling opportunities and do sales via the phone, when possible or to forward leads to telemarketing, if required.
• Follow-up on customer inquiries/ complaints that are not immediately resolved and via the voice mail system.
• Maintain a quick reference guide to ensure that all updated information is in hand without having to leave the desk to look for information.
• Report on the volume of work performed on a periodic basis.
• Eliminate call-backs by ensuring customers are properly informed of actions and expected results at first contact.
• Comply to current process and SOP. Recommend process and systems improvements to the team leader/ manager as a value-added initiative.
• Assist the team leader and/or manager in reports, ad-hoc tasks and projects.

Requirements

• Preferably with working experience in financial industry (Banking, unit trust and insurance) and inbound/outbound call centre environment.
• Computer literate in Microsoft Office.
• Good command of spoken/ written English and Bahasa Malaysia. Ability to speak Mandarin will be an advantage.
• Willing to learn, ability to work independently and likes to talk.
• Good communication skills with internal and external.
• Problem solving and decision making.
• Telephony and listening skills.
• Observant, friendly, tactful and confidence.·