**Job Title:** Contact Center Assistant
**Company:** British American Tobacco Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience:** 4
**Job Description:**
British American Tobacco Malaysia is looking for a dedicated and dynamic Contact Center Assistant to join our team in George Town, Penang. This part-time position plays a vital role in ensuring that our contact center operates smoothly and effectively, delivering exceptional service to our customers and supporting our business goals. The ideal candidate will possess a blend of technical knowledge and outstanding interpersonal skills to facilitate effective communication and enhance customer satisfaction.
**Key Responsibilities:**
1. **Customer Support:**
- Respond promptly to customer inquiries via multiple channels (telephone, email, chat) concerning products, services, and company policies.
- Resolve customer issues, complaints, and inquiries while maintaining a high level of service and professionalism.
- Escalate complex cases to the appropriate team when necessary, providing detailed background information to aid swift resolution.
2. **Data Management:**
- Maintain accurate records of customer interactions, transactions, comments, and complaints in the company's CRM system.
- Generate reports on customer feedback and service performance to identify areas for improvement.
3. **Collaboration:**
- Collaborate closely with cross-functional teams including sales, marketing, and operations to ensure a unified approach to customer engagement.
- Participate in team meetings and contribute to strategic discussions on service delivery enhancements.
4. **Training and Development:**
- Assist in training junior staff members on procedures and best practices in customer service.
- Stay updated on product knowledge and service updates, ensuring all communications reflect current company policies and offerings.
5. **Quality Assurance:**
- Monitor service levels and customer satisfaction metrics, actively suggesting improvements to processes and workflows.
- Conduct regular self-assessments and receive feedback to enhance personal performance and service quality.
6. **Negotiation and Resolution:**
- Leverage negotiation skills to handle customer escalations effectively, converting potential complaints into satisfactory outcomes.
- Apply people management skills to build rapport with customers and foster long-term relationships.
**Requirements:**
- **Education:** Bachelor's degree in Business Administration, Communications, or a related field is preferred.
- **Experience:** A minimum of 4 years of experience in a contact center or customer service role, demonstrating progressive responsibility.
- **Technical Skills:** Proficient in using CRM software, Microsoft Office Suite, and data analysis tools.
- **Personality Traits:**
- Resourceful: Ability to think creatively and find solutions to problems independently.
- Motivated: Driven to achieve individual and team goals, with a positive attitude towards challenges.
- **Soft Skills:**
- Strong negotiation skills to facilitate amicable resolutions and enhance customer satisfaction.
- Excellent people management abilities, fostering positive interactions and teamwork among colleagues and with customers.
- Effective communication skills, both written and verbal, ensuring clarity in customer interactions.
**Benefits:**
- Disability insurance coverage.
- Life insurance benefits.
- Paid sick leave of up to [insert number] days annually.
- Access to professional development opportunities in a nurturing and entrepreneurial environment.
**Working Environment:**
At British American Tobacco Malaysia, we nurture an entrepreneurial atmosphere within our established organization, encouraging creativity, innovation, and personal growth. You will be part of a supportive team working in a dynamic environment that values your contributions and empowers you to excel.
**Application Deadline:**
Please submit your application by October 2, 2024.
**Equal Opportunity Statement:**
British American Tobacco Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from individuals of all backgrounds and experiences.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
