Core Deliverables

Deliver world-class customer service, while responding to Customer inquiries and concerns via MDEC’s official communication channels (e.g., calls, emails, website, etc.)

• Attend to all incoming interactions with our customers through a consultative approach, understanding their current and future needs, providing first contact resolution, or by consulting with the internal team and negotiating a positive outcome for the customer and MDEC.
  
• Enhance our customers’ experience by identifying opportunities to offer available products or services based on our customer’s needs Always work with end goal of resolving customers’ needs and ensuring a positive customer experience in every interaction.
• To make outgoing calls to customers as and when required.
• Ensure all service standards and targets are met.
• Re-prioritize and adapt to an ever-changing environment

Reporting

• To document each customer’s information and interaction in the Customer Management system clearly and in a timely manner. (e.g., log-on time, interaction records, customer details and customer satisfaction index).
• To document and update Outbound Calls interaction and information
• To update any ad-hoc reports assigned by the management

Conformance to: 

• Adherence
• Punctuality
• Attendance

Outbound Activities

• Cross-sell and up-sell company's products and services whenever possible
• Build customer’s interest in the services and products offered

To support all initiatives by unit, department, and/or division.

Qualifications

• Tertiary education in any discipline.
• Good command of Bahasa Malaysia & English, both verbal and written.
• Good interpersonal & communication skills.
• Experience in any industry that practices exceptional customer service, i.e.: contact centers, hotels, banking, and aviation, is a bonus.
• Well-versed or at least familiar with the usage of Microsoft Office tools