Consumer Care Officer
Consumer & Customer Care
Shah Alam, Malaysia
Position ID: REQUISITION.ID
Functional Area: CUSTOM.FUNCTION
Location: OU.LOCATION, REQUISITION.ADDRESS
Number of Openings: 1
Reporting to: Call Centre Manager Employment Type: EMPLOYMENT.TYPE
Apply By: 31 January 2019
POSITION DESCRIPTION:Responsible in serves customer by providing product and service information; resolving product and service problems to ensure customer satisfaction and better customer experience. Good initiative to equip with product knowledge and operation knowledge in order to resolve the consumer's enquries professionally. Business-minded to generate revenue by offering extended warranty, consumable & accessories products to consumer. Always prioritize to deliver satisfactory performance (call answer rate, consumer satisfaction level, service call avoidance & etc.).
1.Answer phones professionally and respond to customer inquiries on product and service information. Keep records of customer interactions, process customer service order and file documents.
2. Handle customer feedback or complaints, provide appropriate solutions and alternatives within the limits and follow up to ensure resolution.
3. Contribute to team effort by accomplishing related results as needed, this include the KPI achievement in Call Centre and/or Customer Service Department.
4. Recommends potential products or services to management by collecting customer information and analyzing customer needs.
5. Generate revenue for Customer Service Department by giving proposal of the purchase of extended warranty, consumable and accessories to the end user.
6. Any other adhoc or administrative duties as assigned related to customer service from time to time.
1. Possess certificates/STPM, Diploma/ Degree in any field.
2. Good verbal and oral communication skills.
3. Proven customer support experience and passionate in customer service
4. Strong phone contact handling skills and active listener.
5. Able to work under pressure.
6. Ability to multi-task, prioritize and manage time effectively.
7. Able to work independently with minimal supervision.
8. With excellent MS Office, Excel and Word Skill.
9. Conversant in English and ability to converse in Chinese language an added advantage.
Electrolux shapes living for the better by reinventing taste, care and wellbeing experiences, making life more enjoyable and sustainable for millions of people. Through our brands, including Electrolux. AEG, Anova, Frigidaire, Westinghouse and Zanussi, we sell more than 60 million household and professional products in more than 150 markets every year.