**Job Title:** Call Center Associate
**Company:** UMW Holdings Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** Minimum 3 Years
**Job Description:**
UMW Holdings Berhad is seeking a skilled and dedicated Call Center Associate to join our dynamic team in George Town, Penang. As a part-time Call Center Associate, you will be the first point of contact for our customers, providing exceptional support and service for our products and services. We are looking for an individual who embodies reliability and resilience and can thrive in a fast-paced environment. This position requires excellent communication skills, a positive attitude, and the ability to work collaboratively within a team.
**Key Responsibilities:**
- **Customer Interaction:** Serve as the primary interface with customers via phone, email, and live chat to assist with inquiries, provide product information, and resolve issues in an efficient and professional manner.
- **Issue Resolution:** Identify customer needs and provide appropriate solutions, ensuring a high level of customer satisfaction. Utilize problem-solving skills to address and escalate complex concerns as necessary.
- **Documentation:** Accurately document customer interactions, transactions, comments, and complaints using the company's customer relationship management (CRM) system. Maintain comprehensive records for tracking and reporting purposes.
- **Team Collaboration:** Work closely with other team members and departments to ensure alignment and timely responses to customer needs. Participate in team meetings and contribute to discussions on process improvements and service delivery enhancement.
- **Sales and Upselling:** Engage with customers effectively to identify opportunities for upselling and cross-selling services and products based on their needs and inquiries. Develop negotiation skills to close sales and enhance customer satisfaction.
- **Product Knowledge:** Stay updated on product knowledge, service features, and industry trends to provide customers with accurate and reliable information.
- **Performance Metrics:** Meet and exceed performance targets set by the management, including call resolution time, customer satisfaction, and sales conversion rates. Analyze and report on performance metrics regularly.
- **Continuous Improvement:** Actively participate in training sessions and workshops to enhance personal and professional development. Provide feedback on process improvements and customer service strategies.
- **Travel and Representation:** Occasionally represent the company at customer events or corporate functions. Participate in workshops and networking events as necessary.
**Requirements:**
- **Education:** High school diploma required; an associate's or bachelor's degree in business, communications, or a related field is preferred.
- **Experience:** A minimum of 3 years of experience in a call center environment or customer service role, with a proven track record of solving customer issues and achieving performance metrics.
- **Technical Skills:** Proficient in using CRM software and call center technologies. Familiarity with Microsoft Office Suite (Word, Excel, PowerPoint).
- **Personality Traits:**
- **Reliable:** A dependable individual who consistently meets commitments and deadlines.
- **Resilient:** Ability to stay calm and focused under pressure and bounce back from challenging situations.
- **Soft Skills:**
- **Negotiation Skills:** Proven ability to negotiate effectively with customers to achieve mutually beneficial outcomes.
- **Teamwork:** A strong team player who values collaboration, supports colleagues, and contributes to a positive work environment.
- **Language Proficiency:** Fluency in English is required. Proficiency in Malay or Chinese is an added advantage.
**Benefits:**
- Opportunities for travel to attend training sessions, industry events, and networking opportunities.
- Coverage of travel and spending expenses related to job functions.
- Profit-sharing opportunities based on individual and company performance.
**Working Environment:**
At UMW Holdings Berhad, we prioritize the personal and professional development of our employees. We offer a supportive working environment that encourages continuous learning and growth, fostering an atmosphere where team members can thrive and achieve their career goals.
**Deadline to Apply:** October 2, 2024
**Equal Opportunity Statement:**
UMW Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from individuals of all backgrounds, and we encourage applicants from underrepresented groups to apply.
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Join UMW Holdings Berhad's team and contribute to delivering exceptional service while advancing your career in a supportive environment! Apply today!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
