**Job Title: Online Call Center Associate**
**Company: Kossan Rubber Industries Berhad**
**Location: George Town, Penang, MY**
**Job Type: Part-Time**
**Seniority: Associate Level**
**Years of Experience: 4**
**Job Description:**
Kossan Rubber Industries Berhad is seeking a dedicated and resourceful Online Call Center Associate to join our dynamic team in George Town, Penang. This part-time position is perfect for individuals who thrive in a collaborative workplace and are passionate about delivering excellent customer service. As an Online Call Center Associate, you will play a crucial role in supporting our customers, addressing inquiries, and promoting our broad range of products.
**Key Responsibilities:**
- **Customer Interaction:** Handle inbound and outbound customer calls, emails, and chats with professionalism, ensuring queries are addressed promptly and accurately.
- **Issue Resolution:** Identify customer needs and provide appropriate solutions. Troubleshoot and resolve customer complaints through effective problem-solving techniques.
- **Product Knowledge:** Maintain a thorough understanding of Kossan's products and services in order to offer coherent and concise information to customers.
- **Documentation:** Accurately document all customer interactions in the CRM system, ensuring all details about the inquiries, issues, and resolutions are recorded for future reference.
- **Collaboration:** Work closely with team members and cross-functional departments to ensure consistent communication and resolution of customer needs.
- **Feedback Collection:** Gather feedback from customers to understand their experiences and relay this information to management to help improve services and products.
- **Performance Monitoring:** Track personal performance metrics and strive to meet or exceed department targets, including call response times, customer satisfaction, and issue resolution rates.
- **Training & Development:** Actively participate in training sessions and workshops to enhance skills and knowledge in customer service and product offerings.
**Requirements:**
- **Experience:** Minimum of 4 years in a customer service or call center role, with experience in an online environment preferred.
- **Education:** High school diploma or equivalent; higher education qualifications are a plus.
- **Technical Skills:** Proficiency in using customer relationship management (CRM) software and other relevant communication tools; comfortable using office software and digital communication platforms.
- **Personality Traits:**
- Resourceful: Ability to navigate challenges and provide innovative solutions to customer issues.
- Hardworking: Strong work ethic, demonstrating reliability and consistency in attending to tasks and customer needs.
- **Soft Skills:**
- Excellent communication skills, demonstrating clarity and professionalism in all interactions.
- Strong people management skills, capable of empathizing with customers and managing their expectations effectively.
**Benefits:**
- Paid Overtime: Earn additional compensation for time worked beyond regular hours.
- Medical Coverage: Comprehensive medical insurance plan for employee well-being.
- Disability Insurance: Financial support in the event of a work-related disability.
**Working Environment:**
At Kossan Rubber Industries Berhad, we strive for a harmonious workplace where collaboration and respect prevail. We believe a positive work environment fosters creativity, teamwork, and affected customer service, crucial for our business success.
**Deadline to Apply:** ********
Kossan Rubber Industries Berhad is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage applications from all qualified individuals, regardless of race, gender, age, sexual orientation, disability, or any other characteristic governed by applicable law.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
