Outbound Specialist (English, Bahasa Malaysia and Mandarin Language Support)

Key Responsibilities:

• Engage with Huawei customers through outbound calls to improve their overall experience.
• Conduct outbound communications for new product users, follow-up calls for dissatisfied clients, crisis case customers, repeat clients, and flagship product users.
• Address customer complaints and gather feedback effectively.
• Report and escalate serious feedback to the designated Person In Charge.
• Document call interactions in relevant systems for tracking and analysis.
• Assist with various ad-hoc tasks as directed by the line manager, including conducting mystery calls, test calls, and surveys.
• Achieve daily performance targets established by management, focusing on outbound call attempts, success rates, timely follow-ups, and customer satisfaction metrics.
• Demonstrate exceptional verbal communication abilities, a persuasive demeanor, and a friendly approach.
• Exhibit strong reading comprehension, attentiveness, and the capability to swiftly identify issues while employing effective probing techniques.
• Possess solid writing skills, with a focus on grammar, structure, and meticulous attention to detail.

Required Skills:

• Possession of a diploma or an equivalent professional qualification in a relevant discipline.
• Fluency in spoken and written English, Bahasa Malaysia, and Mandarin.
• A minimum of one year’s experience in a dispute resolution or escalation team.
• At least two years of experience in customer service roles.
• Proficiency in using Google Chrome and Internet Explorer.
• Familiarity with mobile technology and various digital applications.
• Understanding of Android and other mobile operating systems.
• Dynamic, self-motivated, and results-driven team player with strong interpersonal skills.
• Capability to thrive in a demanding work environment.
• Contact Centre operational days: Monday to Sunday.
• Operational hours: 9am to 9pm.
• Working hours: Rotational shifts of 9.5 hours, including a 1.5-hour break.
• Five-day work week; days off as per roster.

Compensation Package:

• Monthly Salary: RM4,000
• 15 days of Annual Leave
• 14 days of Medical Leave
• Medical and hospitalization benefits

Experience Required:

• Associate Level

Job Location:

• Kuala Lumpur, WP, Malaysia.

Employment Status:

• Full Time.