**Job Title:** Online Call Center Associate
**Company:** IOI Corporation Berhad
**Location:** Johor Bahru, Johor, MY
**Job Type:** Part-Time
**Seniority:** Associate Level
**Years of Experience Required:** 4
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**Job Description:**
IOI Corporation Berhad is seeking a dedicated and efficient **Online Call Center Associate** to join our dynamic team in Johor Bahru, Johor. This part-time role requires an individual who thrives in a fast-paced environment and is committed to delivering exceptional customer service. The ideal candidate will possess strong communication skills, resilience, and adaptability, while also demonstrating project management and research skills.
**Key Responsibilities:**
1. **Customer Support:**
- Provide high-quality service to customers via phone, chat, or email, addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Maintain a positive, empathetic, and professional attitude toward customers at all times.
2. **Issue Resolution:**
- Identify customer needs and provide appropriate solutions and alternatives within the time limits, while ensuring that problems are escalated appropriately.
- Keep detailed records of customer interactions, transactions, comments, and complaints in compliance with company policies.
3. **Project Management:**
- Collaborate with cross-functional teams to facilitate projects and initiatives aimed at improving customer engagement and service delivery.
- Support management in the development and implementation of new processes that enhance operational efficiency.
4. **Research and Analysis:**
- Conduct thorough research to provide accurate information to customers and to assist the team in understanding customer trends and needs.
- Analyze data to identify opportunities for improvement in customer service procedures and practices.
5. **Training and Development:**
- Participate in training programs to enhance customer service skills and product knowledge.
- Provide feedback on training materials and practices based on customer interactions and personal experiences in the role.
6. **Performance Monitoring:**
- Meet or exceed performance metrics such as response time, resolution time, and customer satisfaction scores.
- Engage in self-assessment practices to continuously improve individual performance and the overall customer experience.
**Requirements:**
- **Experience:**
- Minimum 4 years of experience in a call center or customer service environment.
- **Educational Background:**
- High school diploma or equivalent; additional certifications in customer service or related fields are a plus.
- **Skills:**
- Strong verbal and written communication skills in English; proficiency in other languages is an advantage.
- Excellent problem-solving skills and the ability to work under pressure.
- Proficient in using CRM software and Microsoft Office Suite; familiarity with online communication tools is preferred.
- **Personality Traits:**
- Resilient: Ability to handle challenging situations with composure and a positive attitude.
- Adaptable: Willingness to adjust to changing workloads and expectations.
- **Soft Skills:**
- Exceptional project management skills with the ability to prioritize tasks effectively.
- Strong research skills to gather information and understand customer needs comprehensively.
**Benefits:**
- Joining Bonus
- Travel & Spending Expenses
- Paid Time Off (PTO)
**Working Environment:**
At IOI Corporation Berhad, we cultivate a sense of ownership and responsibility at every level. We encourage a collaborative and supportive environment where every team member can thrive.
**Application Deadline:** October 4, 2024
**Equal Opportunity Statement:**
IOI Corporation 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, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
