**Job Title:** Call Center Specialist
**Company:** PPB Group Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience:** 3
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### Job Description:
PPB Group Berhad is seeking a dynamic and motivated **Call Center Specialist** to join our vibrant team in George Town, Penang. As a part-time member of our call center team, you will play a crucial role in providing exceptional customer service, addressing inquiries, and resolving issues. Your contributions will directly impact customer satisfaction and strengthen our brand's reputation.
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### Responsibilities:
- **Customer Interaction:**
- Respond to inbound calls from customers in a friendly and professional manner, addressing inquiries, complaints, and requests for information.
- Maintain detailed records of customer interactions, noting specific requests and actions taken.
- **Issue Resolution:**
- Work collaboratively with team members to resolve customer issues promptly and effectively.
- Follow up with customers to ensure their concerns have been fully addressed and resolved.
- **Product Knowledge:**
- Develop a thorough understanding of PPB Group's products and services to offer accurate information and solutions.
- Stay updated on new product launches, promotions, and procedural changes.
- **Emotional Intelligence:**
- Demonstrate empathy and emotional understanding in customer interactions to build a rapport and ensure a positive experience.
- Manage and de-escalate challenging or emotional customer interactions with professionalism and courtesy.
- **Time Management:**
- Prioritize tasks efficiently during high call volumes to ensure all customer needs are met in a timely manner.
- Maintain a schedule that accommodates peak times while being adaptable to unexpected changes in workload.
- **Quality Assurance:**
- Participate in team meetings and training sessions to improve personal and team performance.
- Adhere to company policies and protocols while striving for continuous improvement in customer service quality.
- **Feedback Implementation:**
- Provide constructive feedback to management regarding customer issues or recurring problems for process improvement.
- Encourage and implement best practices among team members to enhance customer service delivery.
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### Requirements:
- **Experience:**
- Minimum of 3 years of experience in a call center or customer service role, preferably in a fast-paced environment.
- **Education:**
- A high school diploma or equivalent is required; post-secondary education in a relevant field is a plus.
- **Skills:**
- **Adaptability:** Ability to thrill in a dynamic work environment and adjust to rapidly changing circumstances.
- **Resilience:** Capable of handling customer feedback and challenges with a positive attitude and a proactive mindset.
- **Emotional Intelligence:** High degree of self-awareness, empathy, and relationship management skills to enhance customer interactions.
- **Time Management:** Proven ability to prioritize tasks effectively and manage time efficiently.
- **Technical Skills:**
- Proficient in using call center software and CRM systems.
- Basic computer skills for documentation and record-keeping.
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### Benefits:
- Free food provided during working hours.
- Visa sponsorship for eligible candidates.
- Vision insurance coverage.
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### Working Environment:
At PPB Group Berhad, we believe in fostering a joyful and vibrant work atmosphere. Our team encourages creativity, collaboration, and innovation, allowing employees to thrive while delivering exceptional service to our customers. We value diversity and inclusion, creating a working environment where everyone feels valued and empowered.
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### Application Deadline:
To join our team as a Call Center Specialist, please submit your application by **September 20, 2024**.
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**Equal Opportunity Statement:**
PPB Group Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on qualifications, merit, and business needs. We do not discriminate based on race, color, religion, gender, sexual orientation, age, disability, or any other basis protected by applicable law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
