Control Room Agent (Kuala Lumpur, Malaysia)

We are a world-leading smart mobility SaaS company with over 2,000,000 subscribers across 23 countries and we are looking for a Control Room Agent to join our team. Our teams are collaborative, vibrant and fast-growing and all team members are empowered with the freedom to influence our business with ideas that drive innovation and efficiency. 

Responsibilities

• Ensure that the company's customer database is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed
• Ensure customer care service standard of the company is strictly adhered to by every customer service personnel
• Ensure the processing of orders, preparation of correspondence, and fulfillment of customer needs to ensure that the customer leaves satisfied.
• Ensure the performing role is expected to be familiar and knowledgeable about the products and services offered by the company.
• Ensure that every customer or client that steps into the organization is attended to in the most professional and polite way possible and to use whatever means possible, together with the highest possible standards to ensure a maximum satisfaction of customers.
• Ensure that several competencies and levels of proficiency that are always associated with this position; these competencies are meant to enhance the person holding the position in major role, which is customer support function.
• Ensure that the support can be by telephone, through the internet using the various available social media and/or through physical interaction
• Respond to inquiries and queries from customers and provide a thorough and speedy resolve
• Handle complicated and unresolved issues from less experienced personnel
• Develop strategies and plans for customer support
• Participate in implementation or improvement of initiatives associated with customer service
• Establish standards for best customer support practices
• Offers advice on the incorporation of technology in current and planned customer support strategies of the organization
• Investigate and respond to every inquiry and complaints from customer
• Ensure satisfaction of customer needs to the best possible way

Requirements

• Escalates enquiries or issues to relevant departments and ensure proper follow-up;
• Ensure quality customer service and maintaining good phone etiquette;
• Provide customer support activities;
• Schedule of all fitments;
• Assist with any administrative duties and to perform any ad-hoc duties, as and when required , able to multitasking