Customer Care Consultant (MANDARIN SPEAKER)

Job Description: Customer Care Consultant (Postpaid) – 3rd Party

• Location: Sunway Pinnacle, Bandar Sunway, Selangor  
• Contract Duration: 1 year (Renewable based on performance & project extension)  
• Salary: RM2,500 – RM3,400 (Subject to company rate-card/Approval)  
• Working Arrangements: 5 days a week (Including Weekends) + 2 days off, Rotational Shift 7:00 AM – 12:00 AM / 24 Hours if applicable  

Job Purpose:

Handle incoming customer calls related to service inquiries, requests, or complaints, using company systems and policies to provide accurate and complete responses, ensuring best-in-class customer service.

Key Responsibilities:

• Handle incoming calls and inquiries from Postpaid customers professionally.
• Follow up on and resolve customer complaints, ensuring satisfaction.
• Address general inquiries such as billing, account information, and promotions.
• Work closely with team members and leaders to achieve quality results.
• Escalate priority requests/feedback for effective resolution.
• Participate in ad hoc projects as required.
• Identify and suggest areas for service and procedural improvement.
• Demonstrate upselling and cross-selling skills.
• Perform any other duties assigned by the team leader.

Key Result Areas:

• Completely and accurately handle customer inquiries and resolve complaints.
• Optimize each customer contact by utilizing customer service and sales skills.
• Educate customers about products and services, directing them to self-help resources.
• Schedule and follow up on customer inquiries per call center guidelines.
• Maximize upsell and cross-sell opportunities for company products and services.
• Propose and participate in process improvements for increased effectiveness.
• Maintain confidentiality and integrity of customer data.

Quality Performance KPIs:

• Service quality standards: QM – 85%, TPNPS – 65%, FCR – 90%

Operational Efficiency KPIs:

• Adherence to work schedule.
• ACW target: 25 seconds & Hold Time target: 10 seconds

Job Requirements:

• Minimum SPM, Diploma, or Degree with at least 1 year of experience.
• Experience in contact center/customer service/customer support/BPO environment.
• Proficient in English.
• Malaysian citizens only.
• Willing to work in shifts and rotation.
• Fully vaccinated (2 doses).

Other Allowances:

• OT allowance.
• Shift allowance.
• Phone allowance (Rebate) MOE RM200.

Additional Information:

• Only candidates fully vaccinated and with booster doses are eligible.
• This position is not available for candidates who have attended interviews with Maxis in the last 6 months or have previously worked with Maxis.
• Only short-listed candidates will be notified.