The candidate will manage inbound and outbound calls, ensuring customer satisfaction through prompt issue resolution. Responsibilities include maintaining accurate customer records, preparing detailed contact reports, and analyzing call interactions to inform decisions. They will collaborate with supervisors to review processes, identify gaps, and provide feedback for improvement. Demonstrating integrity and excellent communication skills, the candidate will proficiently use the CRM system to process and verify customer applications, extract order information, and support management with data for reports. Proactive issue resolution and performing additional duties as assigned to support the team and organization are also key aspects of this role.
Core ResponsibilitiesComplete outbound calls to Active, Unrealised, and Inactive customers or donors for various purposes, such as obtaining new financial details, upgrades, reactivation, and conversion.
Manage all inbound calls from donors/customers efficiently and professionally.
Ensure calls are completed within specified timelines determined by assignment.
Maintain accurate and correct data entry in the system at all times.
Handle each call, both inbound and outbound, professionally and courteously to achieve satisfactory outcomes.
Immediately escalate any issues encountered, including backlash or negative feedback, data inconsistencies, technical difficulties, or task completion delays.
Generate and distribute daily, weekly, and monthly reports to relevant parties.
Provide assistance to team members as needed, including fact-finding on highlighted issues and handling sales leads.
Update SG Global for cases requiring assistance and generate reports for SalesWorks and SG Global promptly.
Email daily rejects to the Marketing Office for any submissions rejected by Customer Service.
Provide backup support to other team members as required.
What We Are Looking for in a Candidate:Works well in a call-centre environment.
Excellent communication skills, fluent in English and Bahasa Malaysia.
Proficiency in Mandarin/Cantonese would be advantageous.
Computer literacy is essential, particularly in MS Word and Excel.
Mature, resourceful, tactful, and diplomatic with excellent listening skills.
Self-motivated individuals with integrity, a drive to achieve targets, and good organisational skills.
What We Offer:Remote work setup: 3 days remote, 2 days in the office
What's Up Wednesdays: COB at 1PM (local time) that acts as a mid-week circuit breaker
Annual Leave accrued yearly*
Birthday Leave allocation
Health Insurance
Dental & Optical Benefits
Open, Inclusive, and Collaborative Working Environment
APPLY NOWFill in details below to apply for a job asCustomer Service Executiveat Salesworks.
Please make sure your resume is attached.#J-18808-Ljbffr