**Job Title:** Contact Center Associate
**Company:** Celcom Axiata Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 3
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**Job Description:**
Celcom Axiata Berhad, a leading telecommunications provider, is seeking a dedicated and driven part-time Contact Center Associate to join our team in George Town, Penang. The ideal candidate will possess a strong understanding of customer service dynamics, exceptional communication skills, and the ability to work independently while fostering teamwork. This position is vital in ensuring our customers receive the highest level of service, enhancing their experience with our brand.
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**Key Responsibilities:**
1. **Customer Interaction:**
- Handle inbound and outbound calls, emails, and chat inquiries in a professional manner.
- Provide accurate information regarding company products, services, and promotions.
- Resolve customer complaints and issues effectively and efficiently to ensure customer satisfaction.
- Maintain a friendly and empathetic demeanor in all interactions to prioritize understanding and support for customers.
2. **Research and Analysis:**
- Conduct research to address customer inquiries and provide solutions or escalate issues as necessary.
- Keep updated on product information, policies, and procedures to provide accurate assistance.
3. **Team Collaboration:**
- Collaborate with team members to share insights and solutions that enhance the overall customer experience.
- Participate in team meetings and contribute to the development of best practices.
4. **Documentation and Reporting:**
- Maintain accurate logs of customer interactions in the customer relationship management (CRM) system.
- Prepare weekly reports to identify trends in customer feedback and service requests.
5. **Continuous Improvement:**
- Engage in ongoing training and development initiatives to enhance personal and team performance.
- Provide feedback on product and service improvements based on customer interactions.
6. **Flexibility and Adaptability:**
- Work flexible hours as needed to accommodate peak times and business needs.
- Adapt to changes in processes and technology to continually improve efficiency.
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**Requirements:**
- **Experience:**
- Minimum of 3 years of experience in a contact center or customer service environment.
- **Education:**
- A high school diploma or equivalent required; a bachelor's degree in any relevant field is preferred.
- **Skills:**
- Strong research capabilities to find solutions to customer inquiries and issues.
- Excellent verbal and written communication skills.
- Proficiency in using CRM software and basic computer applications.
- **Personality Traits:**
- Driven and self-motivated with a proactive approach to problem-solving.
- Independent thinker with the ability to manage multiple priorities effectively.
- **Soft Skills:**
- Exceptional teamwork abilities, fostering collaboration among peers.
- Strong empathy and understanding towards customers to build rapport and trust.
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**Benefits:**
- Travel and spending expenses in accordance with company policy.
- Opportunities for training and professional development to enhance skills and career growth.
- Free gym membership to promote work-life balance and well-being.
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**Working Environment:**
At Celcom Axiata Berhad, we prioritize understanding and empathy in all interactions. Our team fosters an inclusive environment where every associate is encouraged to express their ideas, collaborate, and grow both personally and professionally.
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**Application Deadline:** September 19, 2024
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**Equal Opportunity Statement:**
Celcom Axiata Berhad is an equal opportunity employer and is committed to creating a diverse and inclusive workplace. We welcome applications from all qualified individuals regardless of race, gender, disability, age, or any other status protected by law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
