**Job Title:** Contact Center Representative - Remote Work
**Company:** Boustead Holdings Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-time
**Seniority Level:** Associate Level
**Years of Experience:** 4
**Job Description:**
Boustead Holdings Berhad is seeking a dedicated and proactive Contact Center Representative to join our dynamic team. This is a remote position that requires a confident and reliable individual who can thrive in a fast-paced environment and provide exceptional customer service. As a key member of the customer support team, you will be responsible for ensuring customer satisfaction, resolving inquiries, and maintaining the highest standards of service.
**Responsibilities:**
- **Customer Interaction:** Engage with customers via phone, email, and chat to address inquiries, resolve issues, and provide information about products and services in a clear and professional manner.
- **Problem Solving:** Analyze customer concerns and complaints, utilizing effective problem-solving techniques to identify root causes and propose suitable solutions. Maintain a calm demeanor under pressure to diffuse challenging situations.
- **Sales Support:** Utilize persuasive communication skills to educate customers about products, upsell services, and facilitate a smooth sales process when applicable.
- **Record Maintenance:** Accurately document customer interactions and maintain up-to-date records in the Customer Relationship Management (CRM) system to ensure seamless service continuity.
- **Collaboration:** Work closely with other team members and departments to ensure customer needs are met and to enhance the overall customer experience.
- **Feedback Loop:** Actively gather feedback from customers regarding their experience and identify areas for improvement in service delivery. Report significant trends and issues to management.
- **Continuous Learning:** Stay updated on company products, services, and policies to provide accurate information to customers. Participate in training sessions to enhance skills and knowledge.
- **Adherence to Policies:** Ensure compliance with company policies, procedures, and regulations at all times while maintaining the integrity of the customer support function.
**Requirements:**
- **Experience:** Minimum of 4 years of experience in a customer service or contact center environment, demonstrating a track record of successful customer interactions and problem resolution.
- **Education:** A Bachelor's degree or equivalent experience is preferred but not required.
- **Communication Skills:** Strong verbal and written communication skills in English; proficiency in additional languages is advantageous.
- **Personality Traits:**
- Confident: Ability to engage customers with assurance and handle difficult situations diplomatically.
- Reliable: Demonstrate dependability and a strong commitment to meeting deadlines and service standards.
- **Soft Skills:**
- Analysis: Ability to assess complex situations, identify issues, and formulate logical action steps.
- Persuasion: Skilled in influencing customer decisions while maintaining trust and fostering positive relationships.
- **Technical Skills:** Proficient in using CRM software, Microsoft Office Suite, and remote collaboration tools.
- **Working Conditions:** Ability to maintain productivity in a remote work environment, with a reliable internet connection and a suitable workspace.
**Benefits:**
- Relocation allowance for candidates needing to relocate to Johor Bahru.
- Paid sick leave to support employee well-being.
- Visa sponsorship available for qualified candidates.
**Working Environment:**
At Boustead Holdings Berhad, we foster a culture that encourages curiosity and questioning to drive innovation and growth. Team members are empowered to voice ideas, explore solutions, and contribute to the continuous development of our customer service strategies.
**Deadline to Apply:** All applications must be submitted by ******** .
**Equal Opportunity Statement:**
Boustead Holdings 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, gender identity, national origin, disability status, or any other characteristic protected by law.
Join us at Boustead Holdings Berhad, where your skills and contribution can make a difference! We look forward to your application.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
