Associate, Commercial Support Unit

• We practice a vibrant & energetic office culture.
• We provide opportunities for career advancement within the company.
• Good performance is always rewarded accordingly.

We also understand and appreciate that diversity is a driver of creativity and innovation, which will make our business more competitive, compelling and profitable.”

JOB RESPONSIBILITIES:

What you will do:

• To answer incoming customer phone calls and emails by responding promptly and taking appropriate action for each call/email with end to end resolution governed by the standard policy and set procedures
• To always maintain a positive, empathetic and professional attitude towards customers
• To acknowledge and resolve customer complaints i.e. troubleshooting a technical issue, waiver and ledger calculation for Commercial, Hotel & Hospital accounts based on number of subscription outlets/rooms
• To have thorough product knowledge on plan and packages for commercial accounts and to be knowledgeable in old and new campaigns
• To perform Upsell of bundles/ala-carte plan to potential commercial customers
• Attend to customer enquiries and request through various channels i.e. on-line request via webpage, live chat, Facebook & social media
• To update CRM system on customer interactions, transactions, comments and complaints
• To follow-up on pending cases to ensure resolving it within TAT
• To process new subscription/application for Commercial, Hotel & Hospital customers with accurate information and document compliance
• Ensure customer satisfaction and provide professional customer support on soft skill (call etiquette) and hard skill (process & procedures accuracy) by meeting the QA benchmark and GSS score
• To promote ‘SAVE Offer’ to retain customers from churning out
• To guide and support new CSU agents coming on board
• Team player in meeting the Service Level Agreement (SLA) of calls and Turn Around Time (TAT) of emails
• To interact with internal stakeholders when case escalation required in resolving customer request/complaint
• To communicate and coordinate with Team Managers in fulfilling customer request where LOA is involved

REQUIREMENTS:

Who you are:

• Must be passionate about delivering great service to our customers
• Minimum SPM with minimum 1and half years related working experience
• Fluent in English and Malay
• Experience and interest in Social Media, Mobile Technology, Instant Messaging, etc. Knowledge of Home Network and Wi-Fi set up, digital streaming would be an advantage
• Able to speak Mandarin or Tamil will be an added advantage