EMPREGO

Customer Service- Js6

Career International FOS Sdn Bhd-Malaysia

Responsibilities:

  • Making outbound calls to ensure the order raised under warranty and contract are delivered
  • Receiving inbound calls from external & internal customers.
  • Checking Status if RMAs is closed. Assist customers in RMA creation. Maintain and update database of customers with complete and accurate information. Have clear Understanding of KPIs [Key performance indicators]. Demonstrate right 1st time behaviour. Achieve the SLA and KPI targets. Record outbound call history and customers response in detail in the excel sheet.
  • Contribute as an active team member to achieve project/program deliverables and individual performance.
  • Provide both verbal & written information in a timely, clear & concise manner.
  • Act as a back-up in case of absence of colleague and as per task assigned.
  • Work as a buddy to new joiners as and when required.
  • Share data/reports/tracking as per requirement.
  • Keep self-updated on changes with regards to processes and procedures.
  • Meet daily expected productivity numbers and performance.
  • Delivery and closure on cases and the expected efficiency numbers.
  • Discrepancy resolution at the Cisco national depot (APAC). Overall goals / Typical measures Meeting service quality.
  • Achieve deliverables and performance metrics.
  • Meet customers’ business expectations. Process Key activities
  • Follow and adhere to processes and exception SOP’s.
  • Provide both verbal & written information in a timely, clear and concise manner.
  • Provide deviations information to line manager, share queries / suggestions during new process development, adherence.

Job Requirements:

  • Maintain records as necessary as per process / audits or as explained. Overall goals / Typical measures
  • Adherence to process, compliance & Controls. Skills / Qualifications Key capabilities Very good spoken English & Mandarin language plus communication skills Should have clear speech. Be calm & composed
  • Reverse Logistics experience will be Add on.
  • Problem solving ability and attitude
  • CAN DO Attitude
  • Very good knowledge of Ms office, excel, word
  • Must know excel functions are pivot, v look up and basic formulas
  • Typing speed average 40-wpm.
  • CEFR B2 Profile
  • Accuracy maintained at of 95% And more
  • Presence of mind & ability to concentrate on the task assigned.
  • Active listening skills. Patience to understand and offer correct response.
  • Convincing skills negotiation
  • Works cooperatively with others to achieve target and objectives. Accomplishes own tasks in support of team goals and actively offers to help colleagues. Supports group decisions. \
  • Customer facing/interaction experience.
  • Soft collections, Logistic background is an advantage
  • Confident and clear in communication
  • Must have result oriented Expected Educational Qualifications
  • Graduate in any stream preferred
  • Salary: RM3,300.00 - RM4,000.00 per month

Benefits:

  • Flexible schedule
  • Health insurance
  • Opportunities for promotion
  • Professional development