**Job Title:** Call Center Representative
**Company:** Westports Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Overview:**
Westports Holdings Berhad is seeking a dedicated and enthusiastic Call Center Representative to join our dynamic team in Johor Bahru. This part-time position involves engaging with customers to ensure their inquiries are resolved efficiently and effectively while exceeding expectations and delivering exceptional customer satisfaction. The ideal candidate will be resilient, hardworking, and motivated to contribute positively to our fast-paced working environment.
**Key Responsibilities:**
- **Customer Interaction:** Provide prompt, accurate, and courteous responses to customer inquiries via phone, email, and chat. Address and resolve customer concerns with a focus on creating a delightful customer experience.
- **Issue Resolution:** Investigate and resolve customer complaints and problems in a timely manner. Escalate complex issues to supervisors as needed.
- **Information Sharing:** Educate customers about Westports services, policies, and procedures while ensuring they have a thorough understanding and navigating them smoothly.
- **Documentation:** Maintain accurate records of all customer interactions and transactions in our systems. Ensure all customer feedback and concerns are logged and reported as necessary.
- **Team Collaboration:** Work closely with team members and other departments to resolve customer inquiries and provide necessary support to improve overall service quality.
- **Performance Tracking:** Meet or exceed specific call handling metrics and customer satisfaction targets. Participate in regular training sessions and skill-building workshops.
- **Process Improvement:** Actively contribute ideas for process enhancements to improve customer service delivery and operational efficiency. Participate in brainstorming sessions and provide innovative solutions to enhance the customer experience.
- **Planning and Time Management:** Plan workloads effectively to ensure availability and responsiveness during peak periods while maintaining a flexible approach to changing priorities.
**Requirements:**
- **Experience:** A minimum of 3 years of experience in a call center or customer service role, demonstrating effective communication skills and a strong commitment to customer satisfaction.
- **Hardworking & Resilient Personality:** Must possess a strong work ethic, the ability to handle high-pressure situations, and remain positive throughout various challenges.
- **Soft Skills:**
- **Planning:** Ability to prioritize and manage multiple tasks effectively while maintaining quality standards.
- **Innovation:** Open-mindedness toward adopting new approaches and techniques to improve service delivery and enhance customer experiences.
- **Technical Proficiency:** Familiarity with computer systems, CRM software, and other relevant tools for managing customer interactions.
- **Communication Skills:** Exceptional verbal and written communication skills, with the ability to convey information clearly and effectively to customers from diverse backgrounds.
- **Team Player:** Strong interpersonal skills with the ability to work collaboratively in a team environment while also taking the initiative in independent tasks.
**Benefits:**
- Employee discounts on Westports services and products.
- Paid Time Off (PTO) for work-life balance.
- Retirement plan to support your future.
**Working Environment:**
At Westports Holdings Berhad, we are committed to creating an environment focused on exceeding customer expectations and delivering delight. We value resilience, creativity, and a positive attitude, believing that our team is our greatest asset in achieving exceptional service.
**Application Deadline:** October 13, 2024
**Equal Opportunity Statement:**
Westports Holdings Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, veteran status, or any other characteristic protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
