SRS LRT Hiring! Full Time Call Centre - Customer Complaint Officer in Pulau Pinang, Earn up to MYR 3,000 - Ricebowl

Job Purpose

We are looking for a dedicated and customer-focused Customer Complaint Officer to professionally manage customer complaints received via phone calls. The successful candidate will ensure all complaints are handled with empathy, accurately recorded, and followed through to resolution while delivering excellent customer service and maintaining compliance with company standards.

Key Responsibilities

1. Complaint Handling & Resolution

• Handle incoming customer complaints via phone in a professional, empathetic, and courteous manner.
• Gather complete and accurate information, including customer details, nature of the complaint, and any previous interactions.
• Record complaint details accurately in the company's complaint management system.
• Create and assign complaint tickets to the relevant departments for investigation and resolution.
• Monitor complaint progress and follow up with the responsible parties to ensure timely resolution.

2. Customer Service Excellence

• Deliver exceptional customer service while maintaining a calm, patient, and professional approach.
• Clearly explain company policies, procedures, and the complaint resolution process.
• Follow approved call scripts and service guidelines while providing a personalised customer experience.
• Keep customers updated on the status of their complaints when required.

3. Documentation & Reporting

• Maintain accurate and complete records of all customer interactions and complaint details.
• Prepare reports on recurring complaints and highlight trends for continuous process improvement.
• Ensure all customer information is handled confidentially and in compliance with applicable data protection regulations.

4. Shift Operations & Performance

• Work on a rotating shift schedule (Morning, Evening, and Night) to support 24/7 operations.
• Ensure proper handover of unresolved cases to the next shift.
• Meet individual and team performance targets, including:
• Average Handling Time (AHT)
• First Call Resolution (FCR)
• Customer Satisfaction (CSAT)
• Service Level Agreement (SLA) compliance

5. Compliance & Quality Assurance

• Adhere to company policies, operational procedures, and service quality standards.
• Participate in training and coaching sessions to continuously improve performance.
• Cooperate with regular quality assurance evaluations through call monitoring and performance reviews.

Requirements

• Minimum SPM, Diploma, or equivalent qualification.
• Previous experience in customer service, call centre, or complaint handling is an advantage.
• Excellent verbal communication skills in English and Bahasa Malaysia (additional languages are an added advantage).
• Good listening, problem-solving, and conflict resolution skills.
• Computer literate and able to work with multiple systems.
• Willing to work on rotating shifts, including weekends and public holidays.

Pay: RM1,453.33 - RM3,000.00 per month

Benefits:

• Additional leave
• Cell phone reimbursement
• Company car
• Dental insurance
• Gym membership
• Health insurance
• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Application Question(s):

• what is your salary expectation ?

Work Location: In person