**Job Title:** Remote Contact Center Specialist
**Company:** British American Tobacco Malaysia
**Location:** George Town, Penang, MY
**Job Type:** Part-Time
**Seniority Level:** Associate Level
**Years of Experience Required:** 3
**Job Overview:**
British American Tobacco Malaysia is seeking a dedicated and motivated Remote Contact Center Specialist to join our dynamic team. This part-time position offers the flexibility to work from home while delivering exceptional customer service to our clients. The ideal candidate will possess a strong background in customer relations and demonstrate an innate ability to handle inquiries, resolve issues, and effectively represent our brand.
**Key Responsibilities:**
- **Customer Service Excellence:** Provide outstanding support to customers through various communication channels, including phone, email, and chat. Ensure timely responses and maintain high standards of service.
- **Issue Resolution:** Identify, investigate, and resolve customer inquiries, complaints, and issues promptly, utilizing problem-solving skills and product knowledge.
- **Product Knowledge:** Gain a thorough understanding of our products, services, and policies to effectively communicate and educate customers regarding benefits, usage, and troubleshooting.
- **Documentation:** Maintain accurate records of customer interactions, transactions, comments, and complaints, using our contact center software effectively.
- **Feedback and Improvement:** Gather customer feedback and insights that could enhance service delivery and share them with relevant teams for continuous improvement.
- **Training and Development:** Collaborate with team members and management to identify areas for improvement in customer service processes. Participate in training sessions and share knowledge with peers to elevate the team's performance.
- **Performance Metrics:** Meet or exceed key performance indicators (KPIs) related to customer satisfaction, response time, and issue resolution, while maintaining a focus on quality and efficiency.
- **Team Collaboration:** Work closely with other departments to address customers' needs and contribute to a better overall customer experience.
- **Self-Management:** Showcase independence and reliability in managing workload, meeting deadlines, and ensuring service excellence in a remote working environment.
**Requirements:**
- **Education:** Diploma or degree in Business Administration, Communication, or a related field.
- **Experience:** Minimum of 3 years of experience in a customer support or contact center role, preferably in a fast-paced environment.
- **Technical Skills:** Proficiency in using contact center software, CRM systems, and Microsoft Office Suite. Comfortable with learning new technologies and tools quickly.
- **Personality Traits:**
- Independent: Ability to operate autonomously and make decisions with minimal supervision.
- Reliable: Consistently meets commitments and deadlines, ensuring clients receive timely assistance.
- **Soft Skills:**
- Presentation: Capable of presenting information clearly and engagingly to customers and team members.
- Leadership: Ability to inspire and encourage influencers in the contact center environment, fostering teamwork and collaboration.
**Benefits:**
- Comprehensive medical coverage to ensure your health and well-being.
- A joining bonus to celebrate your arrival.
- Parental leave to support work-life balance during family growth moments.
**Working Environment:**
At British American Tobacco Malaysia, we cultivate a sense of ownership and responsibility at every level. Our remote contact center specialists are trusted to handle customer interactions with professionalism and care, while contributing to a positive and productive team atmosphere.
**Application Deadline:**
Please submit your application by September 27, 2024.
**Equal Opportunity Statement:**
British American Tobacco Malaysia is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We encourage qualified individuals from all backgrounds to apply, regardless of race, gender, age, ethnicity, disability, sexual orientation, or any other protected status.How to apply: Apply on GrabJobs and you will be notified if shortlisted for the job.
