**Job Title:** Call Center Officer - Remote Work
**Company:** Celcom Axiata Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
---
**Job Description:**
Celcom Axiata Berhad, a leading telecommunications provider in Malaysia, is seeking a dynamic and enthusiastic Part-Time Call Center Officer to join our remote team. This position requires a resourceful and energetic individual with a proven track record in customer service, capable of handling various customer inquiries with professionalism and empathy. As a Call Center Officer, you will be the first point of contact for our customers, providing them with solutions and ensuring a positive experience with our services.
### **Key Responsibilities:**
- **Customer Interaction:**
Handle inbound and outbound calls to and from customers, addressing inquiries related to billing, services, technical support, and account management with a focus on empathy and understanding.
- **Issue Resolution:**
Analyze customer concerns and provide effective solutions in a timely manner, utilizing critical thinking and problem-solving skills to address and resolve complaints or issues.
- **Documentation and Reporting:**
Maintain accurate records of customer interactions, transactions, comments, and complaints. Update customer information in the database as needed while ensuring confidential information is handled appropriately.
- **Product Knowledge:**
Develop a thorough understanding of Celcom Axiata's products and services to provide accurate information and assist in upselling or cross-selling where appropriate.
- **Team Collaboration:**
Collaborate with team members and other departments to address customer inquiries and resolve issues that may require cross-functional assistance.
- **Performance Metrics:**
Meet and exceed assigned targets for call volume, customer satisfaction, and resolution rates to contribute to overall team success.
- **Customer Education:**
Educate customers on the latest product offerings, features, and promotional deals, ensuring customers are well-informed about their choices and services.
- **Feedback Collection:**
Gather customer feedback on products and services to contribute to continuous improvement initiatives within the organization.
### **Qualifications:**
- A minimum of 4 years of experience in a call center or customer service role.
- High school diploma or equivalent; further education in related fields is advantageous.
- Demonstrated proficiency in using customer service software and tools.
- Strong verbal and written communication skills in English and Malay (knowledge of additional languages is a plus).
- Ability to work independently and remotely while managing time effectively.
- Experience in telecommunications or technology support is a plus.
### **Personal Attributes:**
- **Resourceful:** Ability to think on your feet and find solutions quickly amidst challenges.
- **Energetic:** A positive attitude and enthusiasm for helping others, contributing to a motivating working environment.
### **Soft Skills:**
- Strong analytical skills with the ability to assess problems critically and propose actionable solutions.
- Excellent interpersonal skills, with a focus on understanding customer needs and providing top-tier service.
### **Benefits:**
- Opportunity for travel within Malaysia and potentially abroad for training and development.
- Paid overtime for extra hours worked beyond scheduled shifts.
- Paid sick leave to support your health and well-being.
### **Working Environment:**
At Celcom Axiata Berhad, we prioritize understanding and empathy in all interactions. We believe that a supportive work atmosphere is essential for delivering exceptional service to our customers. Our team-oriented culture encourages open communication and fosters growth, making it an ideal place for career advancement.
### **Application Deadline:**
Interested candidates are encouraged to apply before **October 6, 2024**.
---
**Equal Opportunity Statement:**
Celcom Axiata Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate based on race, religion, gender, sexual orientation, age, disability, or any other status protected by law. All qualified applicants are encouraged to apply.
---
Join us at Celcom Axiata Berhad and be a part of a team that values genuine service, collaboration, and opportunity for growth!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
