Call Centre Officer

About the Role:

We are looking for a customer-focused Call Centre Officer to handle inbound and outbound calls, manage customer enquiries, and support delivery and tracing activities while meeting service performance standards.

Key Responsibilities

• Handle inbound calls from customers and respond to enquiries professionally
• Provide accurate information on products and services
• Key in tracing requests into the Customer Service (CS) platform and follow up with relevant units or branches
• Escalate complex issues to the appropriate department or supervisor when required
• Arrange pick-up orders and provide CSTC reference numbers to customers
• Make outbound calls to follow up on customer enquiries or resolve issues
• Ensure individual and team KPIs are consistently met
• Participate in training and coaching sessions to enhance performance
• Achieve personal and team qualitative and quantitative targets

Requirements

• Minimum SPM qualification
• Excellent communication skills in English and Bahasa Malaysia
• Ability to communicate in Mandarin will be an added advantage
• Good common sense with strong interpersonal skills
• Computer literate
• Able to work under pressure with minimal supervision