**Job Title:** Call Center Assistant - Work from Home
**Company:** Telekom Malaysia Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 4 years
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### Job Description
Telekom Malaysia Berhad is seeking a dedicated and resourceful Call Center Assistant to join our dynamic team in a work-from-home capacity. As a part of our global workforce, you will play a crucial role in delivering outstanding customer service and providing support to our valued clients. This part-time position allows for flexibility while ensuring that you engage with cutting-edge telecommunication solutions that transcend borders.
### Key Responsibilities
1. **Customer Support:**
- Respond promptly to incoming calls and emails from customers regarding inquiries, complaints, and service requests.
- Actively listen to customer concerns and provide appropriate solutions or escalate issues when necessary.
- Maintain a customer-centric approach to enhance customer satisfaction and loyalty.
2. **Technical Assistance:**
- Provide basic troubleshooting support for telecommunication products and services.
- Guide customers through product features and usage, ensuring they fully understand how to maximize their services.
3. **Documentation and Reporting:**
- Accurately document customer interactions in the CRM system, ensuring all relevant information and resolutions are captured.
- Generate and analyze reports on customer feedback and service performance, providing insights for service improvements.
4. **Collaborative Team Interaction:**
- Collaborate with team members to share best practices and enhance the overall efficiency of the call center operations.
- Participate in team meetings and training sessions to stay updated on new products, services, and policies.
5. **Quality Assurance:**
- Adhere to company policies and procedures while providing exceptional service.
- Assist in quality control by actively participating in call monitoring and providing feedback for continuous improvement.
6. **Performance Metrics:**
- Meet or exceed established performance targets such as response time, resolution time, customer satisfaction ratings, and call handling metrics.
- Utilize critical thinking and analytical skills to identify trends and recommend solutions for recurring customer issues.
### Requirements
**Qualifications:**
- Minimum of 4 years of experience in a call center or customer service environment.
- High school diploma or equivalent; a degree in a relevant field is preferred.
**Skills:**
- Excellent verbal and written communication skills in English and Malay (additional languages are a plus).
- Strong computer skills, including proficiency with CRM software and Microsoft Office Suite.
- Demonstrated ability to manage multiple tasks effectively and work independently in a fast-paced environment.
**Personality Traits:**
- **Resourceful**: Able to find innovative solutions to problems and efficiently utilize available tools and resources.
- **Driven**: Self-motivated and proactive in striving for continuous improvement in service delivery.
**Soft Skills:**
- Strong **critical thinking** skills: Ability to analyze situations, assess problems, and make informed decisions quickly.
- Exceptional **analytical abilities**: Ability to interpret data and feedback to implement strategies for enhanced customer service.
### Benefits
- **Joining Bonus**: An attractive signing bonus upon joining the team.
- **Free Food**: Complimentary meals during in-office training sessions or events.
- **Retirement Plan**: Competitive retirement plan options to secure your future.
### Working Environment
Join a company that transcends borders, promoting collaboration on a global scale. Telekom Malaysia Berhad emphasizes a supportive work environment where ideas and contributions are valued. With a focus on employee well-being and professional growth, we strive to foster a culture of excellence and teamwork.
### Application Deadline
- **Deadline to Apply**: October 31, 2024
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**Equal Opportunity Statement:**
Telekom Malaysia Berhad is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applicants from all backgrounds to apply. All employment decisions are made based on merit, qualifications, and business needs.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.