• Handle inbound/outbound enquiries, feedback and provide resolutions to end user and merchant over the phone or via emails relating to renowned product;  

• Provide accurate and efficient support work relating to the renowned products;  

• Ensure targets (customer satisfaction index, first call resolution, productivity) are met;  

• Obtain customer and merchant details to ensure all information are accurately and promptly keyed into database for transaction;  

• Actively promote and educate customers and merchant on the use of self-help and our digital services;  

• Generate interest in new products or services and connect customers and merchant with salesperson or small medium enterprise when required;  

• Ensure first call resolution and effective follow up with stakeholder for case closure in accordance to standard;  

• Collect and record customer and merchant feedback/information and share to Team Leader for proper escalation to appropriate departments for service / product improvement;  

• To assist Team Leaders and Supervisors in executing activities as planned in business and action plan;  

• To handle interaction in a professional manner and achieves quality standard and work with Team Leaders, Supervisors and Quality Assurance Executives on the strategy to improve quality standard that lead to excellent customer service; and  

• Able to diagnose technical problems and perform troubleshooting for end user and merchant.  

Requirements:  

• Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any fields or equivalent;  

• Fresh graduates and experienced candidate with a minimum of 1 year of working experience in call centre environment (Preferably in ecommerce sector and banking industry);  

• Moderate or Strong knowledge in Microsoft Office programs – proficiency in Microsoft Excel, Microsoft Word;  

• Excellent written and verbal communication skills in English, proficiency in other additional languages such as Malay, Cantonese or Mandarin will be an advantage;  

• Able to work under pressure;  

• Ability to work with cross-functional team to coordinate for desired output;  

• Excellent phone disposition;  

• Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment;  

• Passionate towards customer satisfaction;  

• Able to work on shift (24/7); and  

• Able to response customer with written communications, interact with customers to answer questions, solve problems, provide education, create awareness and maintain company’s reputation for high-quality service.