Job Details

Fresh Graduates Are Encouraged To Apply!

Are you passionate about delivering exceptional service? Do you thrive in a fast-paced, dynamic environment? If so, we invite you to join us as a Customer Service Representative and be part of a high-performing team with a leading provider in the utility sector. We are looking for enthusiastic individuals who are eager to make a positive impact in the lives of our customers.

If you are driven by a passion for helping others, possess strong problem-solving skills, and enjoy collaborating in a team-oriented environment, we want you on our team!

Key Responsibilities:

• Customer inquiries: Handle all types of inquiries related to tariffs, usage, account status, solutions (products and services), and more. You’ll be their go-to problem solver.
• Account management: Assist with reconnection requests, self-metering, and account updates to ensure smooth service delivery.
• Customer complaints: Tackle billing and metering issues, turning challenges into opportunities for service improvement.
• Payments: Help customers with reposting and manual payment postings, ensuring accuracy and efficiency.
• Advisory services: Provide expert advice on energy efficiency, renewable energy options, and product usage, helping customers make the best choices.
• Other services: Manage auto-debit setups and assist with bill forecasting.
• Enquiry & Complaint monitoring: Track and process customer inquiries and complaints to ensure timely resolutions.
• Disconnections & Reconnection management: Handle disconnection and reconnection requests with professionalism and efficiency.
• Smart meter installations: Coordinate inquiries and rescheduling for smart meter installations nationwide.
• Crisis management: Offer exceptional service during times when service-level agreements (SLAs) are not met, going the extra mile to resolve issues quickly.

Roles and Job Scopes

Agent (Inbound/Outbound):

• Handle customer interactions across multiple channels (phone, email, chat) and ensure all interactions are logged accurately in our CRM system.
• Resolve customer issues or escalate as needed, ensuring every interaction is handled efficiently and professionally.

Requirements:

• At least 6 months of experience in customer service or a call center role
• Experience in utilities or telecommunications is a bonus
• Fresh graduates with a passion for customer service are welcome to apply
• Minimum Diploma qualification
• Languages: Fluent in Bahasa Malaysia and English, proficiency in additional languages is a plus
• Communication: Outstanding interpersonal skills in Bahasa Malaysia and English
• Problem-Solving: Solutions-oriented mindset with excellent problem-solving abilities
• Technical Skills: Proficient in MS Office and CRM software
• Organization: Strong organizational skills with attention to detail and efficiency
• Availability: Willingness to work flexible shifts, including weekends and public holidays