Customer Service Executive (Contact Center)

Department Objective

• Handle inbound and outbound queries related to pre-sales, post-sales, and after-sales services, ensuring quality customer service from the first point of contact.
• Foster a customer-centric environment by demonstrating ownership and commitment to exceptional service.

Role Objective

Internal

• Liaise with other departments and business associates to support colleagues, ensuring a high-quality integrated service with excellent turnaround time for a “WOW” customer experience.
• Organize meetings with relevant stakeholders based on survey feedback, ensuring all concerns are addressed within the specified timeline.

External

• Escalate and coordinate service issues with external parties, ensuring swift resolutions that enhance the customer experience.

Role Description

• Respond to customer interactions on social media platforms such as Facebook, Twitter, WhatsApp, Instagram, and Google+, ensuring prompt engagement.
• Monitor online sentiment and escalate any critical issues to the superior immediately.
• Provide direct advice and first-call resolution to customers regarding Courts products and services.
• Escalate customer calls, cases, and feedback to relevant stakeholders to ensure timely and complete resolution.
• Perform additional duties as assigned by the superior to support department operations.

Job Requirements

• Good communication skills in English
• Minimum Diploma holder in any discipline.
• Must have experience in a call center setting, with at least 1 year of relevant working experience.
• Candidates without a Diploma/degree must have at least 2 years of relevant working experience.
• Proficiency in Microsoft Office (Word, Excel, and other Office applications) is compulsory.
• Must be able to work shift hours, weekends, and public holidays.
• Excellent communication skills with proven customer problem-solving abilities.
• Strong interpersonal skills; multi-lingual proficiency is an advantage.
• Proactive, energetic, highly self-motivated, and result-driven, with the ability to work under pressure.
• Strong passion for customer service and the ability to work well both in a team and independently.

Job Benefits

• EPF / SOCSO
• Annual leave
• Staff Purchase Benefits
• Staff Engagement
• Performance Bonus