Travel Recommends Hiring! Full Time Call Centre Specialist in Perak - Ricebowl

Responsible for handling customer enquiries, requests, and complaints via phone and other communication channels. The position provides timely and accurate assistance to customers, resolves issues efficiently, and ensures a high standard of customer service in line with company policies and procedures.

Key Job Responsibilities:

• Handle customer enquiries and requests via phone calls, WhatsApp, email, and social media channels.
• Provide timely, accurate, and professional responses while maintaining a high level of customer satisfaction.
• Manage customer complaints and service-related issues, ensuring appropriate follow-up and resolution.
• Provide Level 2 (L2) support for escalated and more complex customer issues.
• Coordinate with relevant departments to investigate and resolve escalated cases.
• Monitor, record, and update customer interactions and case details accurately in the system.
• Follow up on outstanding cases to ensure timely resolution and closure.
• Escalate unresolved or critical issues to the appropriate team or management when required.
• Ensure all customer interactions comply with company policies, procedures, and service standards.
• Support other customer service and operational activities as assigned by manager or duty supervisor.

Minimum Job Requirements:

• Diploma or equivalent qualification in any relevant field.
• Minimum 1–2 years of experience in customer service, call center, or a similar role.
• Experience handling customer enquiries via phone, WhatsApp, email, and social media is preferred.
• Good written and verbal communication skills in English.
• Proficiency in spoken and written Mandarin is an added advantage.
• Strong customer service, communication, and problem-solving skills.
• Able to handle customer complaints and difficult situations professionally.
• Experience in handling escalated cases or providing L2 support will be an added advantage.
• Good computer skills and ability to work with customer service systems.
• Able to multitask, work independently, and collaborate effectively with different departments.
• Willing and able to work on a shift basis, including night shifts.
• Required to work 4 days per week on a 12-hour shift schedule, including weekends and public holidays as required.
• Willing to work overtime when required to support business and operational needs.