**Job Title:** Contact Center Officer - Work from Home
**Company:** Tenaga Nasional Berhad
**Location:** George Town, Penang, MY
**Job Type:** Part-time
**Seniority:** Associate Level
**Years of Experience:** 2
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**Job Description:**
Tenaga Nasional Berhad, a leading provider of energy supply in Malaysia, is seeking a dedicated and motivated Contact Center Officer to join our team in a work-from-home capacity. This position is ideal for individuals who possess a strong commitment to customer service and the ability to work independently in a dynamic environment.
As a Contact Center Officer, you will play a crucial role in enhancing the customer experience through effective communication, problem-solving, and strategic planning. Your responsibilities will encompass a range of tasks that contribute to the smooth operation of our contact center while adhering to our core values of environmental responsibility and sustainable practices.
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**Key Responsibilities:**
1. **Customer Support:**
- Provide exceptional customer service by handling inquiries, complaints, and feedback through various communication channels, including phone, email, and live chat.
- Assist customers with a variety of issues related to billing, service interruption, and general inquiries about Tenaga Nasional Berhad's products and services.
2. **Problem Resolution:**
- Identify and assess customer needs to achieve satisfaction, ensuring all queries are resolved promptly and efficiently.
- Collaborate with relevant departments to escalate issues as necessary, following up to ensure timely resolution.
3. **Data Management:**
- Maintain accurate records of customer interactions, transactions, and inquiries using the contact center's CRM software.
- Analyze customer feedback and service trends to identify areas for improvement and contribute to ongoing service enhancement initiatives.
4. **Strategic Planning and Research:**
- Participate in the development and implementation of strategies aimed at improving customer service quality and operational efficiency.
- Conduct research to understand customer preferences, market trends, and competitive practices, providing insights to support strategic decision-making.
5. **Training and Development:**
- Stay updated on products, services, and policies to provide accurate information and recommendations to customers.
- Assist in the onboarding and training of new team members as needed.
6. **Compliance and Reporting:**
- Ensure adherence to company policies, quality standards, and regulatory requirements in every interaction.
- Generate regular reports on customer interactions and service metrics for management review.
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**Requirements:**
- **Experience:** Minimum of 2 years in a contact center or customer service environment.
- **Education:** A diploma or higher in Business Administration, Communications, or a related field is preferred.
- **Technical Skills:** Proficient in Microsoft Office Suite and familiar with CRM software.
- **Personality Traits:**
- Independent: Able to work autonomously with minimal supervision while managing time effectively.
- Resilient: Capable of handling challenging situations and maintaining composure under pressure.
- **Soft Skills:**
- Strategic Planning: Ability to contribute to the planning and execution of customer service strategies that improve overall service delivery.
- Research: Skilled in gathering, analyzing, and utilizing data to inform decision-making and enhance customer service offerings.
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**Benefits:**
- Paid overtime for hours worked beyond scheduled part-time shifts.
- Medical coverage to support your health and well-being.
- Company transportation benefits for commuting and travel as needed.
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**Working Environment:**
Tenaga Nasional Berhad is committed to environmental responsibility and sustainable practices. We strive to create a team that reflects our values, and we encourage our employees to integrate sustainable practices in their daily activities. This position allows for flexibility while maintaining a focus on excellence in customer service.
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**Application Deadline:**
Please submit your application by October 10, 2024, to be considered for this exciting opportunity.
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**Equal Opportunity Statement:**
Tenaga Nasional 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, sexual orientation, national origin, disability, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
