Deskripsi Pekerjaan
Are you a passionate communicator looking to kickstart your career with a global leader in customer experience? Concentrix is currently hiring highly motivated Customer Service Representatives to join our high-impact Telco Project in Kuala Lumpur. In this role, you will be the frontline representative for a major telecommunications provider, helping customers navigate technical challenges, service plans, and account inquiries.
We are looking for individuals who thrive in fast-paced environments and possess a natural ability to translate complex information into clear, actionable solutions for our users. Whether you are assisting via voice, chat, or email, your primary goal is to provide world-class support that drives customer satisfaction and brand loyalty. At Concentrix, we offer a dynamic work environment, comprehensive training, and clear pathways for career progression.
If you are tech-savvy, empathetic, and ready to make an immediate impact, we want to hear from you!
Tanggung Jawab
- Handle high-volume customer inquiries across multiple channels including voice calls, live chat, and email support.
- Troubleshoot technical issues related to telecommunications services, including connectivity, billing, and account management.
- Accurately document customer interactions and case details in our CRM system.
- Escalate complex technical or billing issues to the appropriate internal departments following standard operating procedures.
- Maintain high standards of service quality and adhere to defined Key Performance Indicators (KPIs).
- Educate customers on new service features, promotions, and self-service tools to improve their user experience.
- Collaborate with team leads and peers to share insights and identify trends in customer feedback.
Kualifikasi
- Minimum SPM qualification or equivalent; Diploma or Degree holders are highly encouraged to apply.
- Previous experience in a call centre or customer-facing role is preferred but not mandatory; fresh graduates are welcome.
- Excellent verbal and written communication skills in English (proficiency in local languages is a plus).
- Strong problem-solving skills with an aptitude for learning new technical systems.
- Ability to multitask effectively while maintaining a positive and professional demeanor.
- Comfortable working in a rotational shift environment, including weekends and public holidays.
- Must be able to provide immediate availability to join the team.