**Job Title: Contact Center Associate**
**Company: Media Prima Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 4**
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### Job Description
Media Prima Berhad is seeking a motivated and experienced Contact Center Associate to join our dynamic team in George Town, Penang. Our ideal candidate is hardworking, resilient, and possesses a strong commitment to delivering excellent customer service. This part-time position is essential for providing assistance and support to our customers, helping them navigate inquiries and issues effectively.
### Key Responsibilities
- **Customer Support Interaction**:
- Serve as the primary contact for customers via phone, email, and chat, ensuring timely and effective resolution of inquiries and issues.
- Actively listen to customers, empathizing with their concerns, and providing appropriate solutions.
- Document all customer interactions accurately and promptly within the designated systems.
- **Product Knowledge**:
- Maintain an in-depth understanding of Media Prima Berhad's products and services to provide accurate information and troubleshoot issues.
- Stay updated on company policies and product changes to enhance customer support experience.
- **Team Collaboration**:
- Collaborate effectively with team members to achieve department goals and develop best practices.
- Participate in regular team meetings and training sessions to continuously improve service quality and effectiveness.
- **Decision-Making**:
- Utilize sound judgment and problem-solving skills to make informed decisions that positively impact customer satisfaction.
- Anticipate potential issues and proactively develop solutions to prevent escalation.
- **Performance Metrics**:
- Meet or exceed performance metrics such as call resolution times, customer satisfaction ratings, and adherence to schedules.
- Provide feedback on call patterns and customer feedback to help improve overall service delivery.
- **Administrative Duties**:
- Assist with various administrative tasks, including updating customer records, generating reports, and managing follow-up communications.
### Requirements
- **Education**:
- High school diploma or equivalent; a degree in a relevant field is preferred.
- **Experience**:
- A minimum of 4 years of experience in a contact center or customer service role, demonstrating comprehensive knowledge of customer interaction practices.
- **Personality Traits**:
- Hardworking: Demonstrates a strong work ethic and commitment to service excellence.
- Resilient: Possesses the ability to handle challenging situations with a positive attitude and a solution-oriented approach.
- **Soft Skills**:
- Teamwork: Works collaboratively with colleagues to create an efficient and engaging work environment.
- Decision-Making: Ability to make timely, informed decisions that benefit the customer and the organization.
- **Technical Skills**:
- Proficiency in using contact center software, CRM systems, and standard office software (e.g., Microsoft Office Suite).
- Strong verbal and written communication skills in English; proficiency in Malay and other languages is a plus.
### Benefits
- Competitive joining bonus upon successful application.
- Paid Time Off (PTO) to promote work-life balance.
- Relocation allowance for candidates from outside the region.
- Opportunities for unlimited personal and professional growth through training and advancement programs.
### Working Environment
At Media Prima Berhad, we foster a supportive and innovative working environment aimed at personal and professional growth. We believe in nurturing talent and equipping our team with the tools they need to excel in their roles while promoting a healthy work-life balance.
### Application Deadline
Interested candidates are encouraged to apply before **October 10, 2024**.
### Equal Opportunity Statement
Media Prima 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, sex, national origin, disability status, or any other characteristic protected by law.
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Join us at Media Prima Berhad and be a key player in transforming customer experiences!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
