**Job Title: Contact Center Associate**
**Company: PPB Group Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Entry Level**
**Years of Experience: 1**
### Job Description
PPB Group Berhad is seeking a dedicated and resilient Contact Center Associate to join our dynamic team in George Town, Penang. This part-time position is an excellent opportunity for individuals who are looking to start their careers in customer service within a vibrant and supportive work environment. As a Contact Center Associate, you will play a crucial role in delivering exceptional service while contributing to the overall success of our customer engagement initiatives.
### Responsibilities
- **Customer Interaction**: Engage with customers through phone calls, email, and live chat to address inquiries, resolve issues, and provide information about our products and services.
- **Problem-Solving**: Utilize critical thinking skills to diagnose and resolve customer issues in a timely manner, ensuring a high level of customer satisfaction.
- **Documentation**: Accurately record customer interactions in our system, including inquiries, feedback, and resolutions provided; maintain thorough and organized notes for future reference.
- **Collaboration**: Work closely with team members and other departments to ensure seamless communication and efficient resolution of customer issues.
- **Customer Insights**: Capture customer feedback and insights to support continuous improvement initiatives within the contact center and across the organization.
- **Policy Adherence**: Understand and adhere to company policies, procedures, and compliance requirements while interacting with customers and handling sensitive information.
- **Performance Metrics**: Meet or exceed performance metrics including call handling times, resolution rates, and customer satisfaction scores, contributing to the team's overall success.
- **Ongoing Training**: Participate in training sessions and workshops to enhance product knowledge, improve customer service skills, and stay updated on policies and procedures.
- **Work-Life Balance**: Promote a positive team environment by contributing to the overall well-being of fellow associates and maintaining a healthy work-life balance.
### Requirements
- **Education**: High school diploma or equivalent; additional qualifications in customer service or related fields are a plus.
- **Experience**: Minimum of 1 year of experience in a customer service role, preferably in a contact center environment.
- **Personality Traits**:
- Dedicated: Show a strong commitment to providing excellent customer service and achieving team goals.
- Resilient: Maintain a positive attitude and composure, even in challenging situations or high-pressure environments.
- **Soft Skills**:
- Critical Thinking: Ability to analyze situations and think critically to provide solutions based on customer needs.
- Cooperation: Strong team player who collaborates effectively with colleagues to foster a supportive and productive work environment.
- **Technology Proficiency**: Basic proficiency in using computer systems, CRM software, and Microsoft Office Suite.
- **Communication Skills**: Excellent verbal and written communication skills in English; proficiency in additional languages is a plus.
### Benefits
- **Free Food**: Enjoy complimentary meals during your shifts to fuel your workday.
- **Profit Sharing**: Participate in profit-sharing initiatives, allowing you to benefit from the company's success.
- **Paid Overtime**: Overtime hours are compensated at a premium rate, rewarding your commitment and flexibility.
### Working Environment
PPB Group Berhad values work-life balance and employee well-being. We encourage a supportive atmosphere where our associates can thrive professionally and personally. The company promotes employee wellness initiatives and fosters a culture of open communication and collaboration.
### Application Deadline
Interested candidates are encouraged to apply by **September 21, 2024**.
### 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 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, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
