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Job Description

The Responsibilities of the Role:

• Contact Huawei consumers via Outbound calls to enhance their user experience.
• Making Outbound calls for new product owners, Happy Calls for dissatisfied customers and Crisis case customers, repeated customers and flagship product users.
• Manage complaints and feedback from customers.
• Escalate and highlight feedback that are serious in nature to Person In Charge.
• Record call details in the applicable systems for tracking purposes.
• Work on ad-hoc tasks assigned by respective line manager including handling of mystery calls, test calls and surveys.
• Meet daily target set by management by performing number of outbound attempts, success rate, timely follow up calls and customer satisfaction.
• Excellent verbal communication skills, persuasive, and friendly personality.
• Good reading skills, attentive and good understanding skills; able to identify issues quickly and usage of appropriate probing skills.
• Good writing skills, excellent grammar, structure, and attention to detail.

Skill Requirements:

• Diploma holder or have an equivalent professional qualification in a relevant field of study.
• Proficient in spoken and written English, Bahasa Malaysia and Mandarin.
• At least one-year experience in escalation/dispute handling team.
• At least 2 years’ experience in customer service.
• Ability to use Google Chrome, Internet Explorer.
• Knowledge about mobile technology and other digital applications.
• Knowledge about Android and other phone software mechanisms.
• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
• Ability to work in a challenging environment.
• Contact Centre Operating Days: Monday – Sunday.
• Contact Centre Operating Hours: 9am - 9pm.
• Work hours: Rotational shifts; 9.5 hrs. inclusive of 1.5 hrs break.
• 5 day week; off days based on roster.

The Package :

• Monthly Salary RM4,000
• 15 days Annual Leave
• 14 days Medical Leave
• Medical and hospitalization coverage

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.