**Job Title: Contact Center Officer - Remote Work**
**Company: Top Glove Corporation Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 3**
**Application Deadline: ******** **
**About Top Glove Corporation Berhad:**
Top Glove Corporation Berhad is the world's largest rubber glove manufacturer, committed to supplying high-quality products and delivering exceptional service. Our mission is to enhance wellness through innovation and to strive for excellence in sustainability, quality, and reliability. We are seeking motivated and dedicated individuals who aspire to join our dynamic team.
**Job Overview:**
The Contact Center Officer is responsible for providing top-notch customer service to our clients while working remotely. This position plays a crucial role in ensuring customer satisfaction and engagement, solving inquiries, and assisting with order processes. You will use your expertise to create a positive customer experience and represent Top Glove with professionalism and enthusiasm.
**Key Responsibilities:**
- **Customer Interaction:** Handle inbound and outbound calls, emails, and live chats, providing timely and accurate information to customers regarding products, order status, and inquiries.
- **Issue Resolution:** Address customer complaints and inquiries efficiently while maintaining a positive demeanor. Utilize decision-making skills to resolve issues promptly, ensuring customer satisfaction.
- **Order Processing:** Assist customers with order placement, modifications, and cancellations while ensuring that all customer information is accurately captured and processed.
- **Data Management:** Maintain accurate records of customer interactions and transactions using the company's CRM system, ensuring confidentiality and data integrity.
- **Feedback Collection:** Actively listen and provide feedback on customer interactions and service processes. Collect and report on customer insights and feedback to enhance service delivery.
- **Collaboration:** Liaise with internal departments, such as sales and logistics, to resolve customer issues effectively and ensure timely delivery of services.
- **Training and Development:** Participate in ongoing training sessions to enhance product knowledge and customer handling skills, contributing to personal and team growth.
- **Performance Tracking:** Meet and exceed key performance indicators (KPIs) related to customer service, including response times, resolution efficiency, and customer satisfaction scores.
**Qualifications:**
- **Education:** Bachelor's degree in any relevant field or equivalent experience.
- **Experience:** Minimum of 3 years of experience in a customer service role, preferably within a contact center environment.
- **Technical Skills:** Proficient in computer applications and CRM software. Familiarity with Microsoft Office Suite (Excel, Word, PowerPoint) is a plus.
- **Language proficiency:** Exceptional command of English, both written and verbal. Proficiency in additional languages is an advantage.
- **Workaround:** Ability to work remotely while maintaining high levels of productivity, accountability, and professionalism.
**Personality Traits:**
- **Energetic:** Possess a positive and enthusiastic attitude towards work and customer interactions, inspiring confidence among peers and clients.
- **Dedicated:** Show commitment and reliability in the role, with a strong focus on achieving personal and organizational goals.
**Soft Skills:**
- **Attention to Detail:** Ability to provide precise and accurate information and documentation, ensuring high-quality service delivery.
- **Decision-Making:** Demonstrated ability to assess situations and make efficient and effective decisions that benefit customer interactions and experiences.
**Benefits:**
- Disability Insurance
- Travel Opportunities
- Profit Sharing
**Working Environment:**
Top Glove Corporation promotes a work culture that encourages personal and professional growth. Our remote work environment is designed to provide flexibility while supporting collaboration, engagement, and continuous development.
**Equal Opportunity Statement:**
Top Glove Corporation Berhad is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We prohibit discrimination on the basis of race, gender, age, disability, or any other characteristic.
We invite dynamic, detail-oriented individuals who thrive in a fast-paced customer service environment to apply for the Contact Center Officer position and become a part of our committed team at Top Glove Corporation!How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
