- Dengkil, Selangor
- Customer Service – Call Centre (Call Centre & Customer Service)
- Full time
- Add expected salary to your profile for insights
Company description:
Gamuda Land, the property arm of Gamuda Berhad, the monumental nation builder with a spectrum of experience and expertise in engineering, construction and infrastructure concessions. Gamuda Land has over two decades of experience in developing townships, high-rise developments, country clubs and commercial centres. Some of its high profile, award-winning projects in Malaysia include Horizon Hills, Kota Kemuning, Jade Hills and Valencia among others; more notably, its international foothold is further strengthened by its overseas projects in Australia, Singapore and Vietnam respectively, some of which have also won numerous awards.
Job description:
Job Summary
The candidate will assist the Leisure & Hospitality division to manage the inbound and outbound call and WhatsApp messages that we receive on our GL Play hotline, as well as responding to all emails that is received via our general Hello.GL Play email. He/she has to be able to follow call centre scripts when handling different topics, but at the same time able to give a personalized experience to the customer. He/she will have to be able to upsell our products as well as think on their feet in response to enquiries, complaints or feedbacks etc, while keeping in line with the overall corporate’s branding strategies.Key Responsibilities
- Manage large amounts of inbound and outbound calls in a timely manner.
- Follow communication “scripts” when handling different topics.
- Identify customers’ needs, clarify information, research and investigate every issue and provide solutions and/or alternatives.
- Seize opportunities to upsell products when they arise.
- Build sustainable relationships and engage customers by taking the extra mile.
- Keep records of all conversations in our call center database in a comprehensible way.
- Use of a toolkit to measure and monitor call centre activity- find out what works, tweak and improve communications, tactics and responses etc.
- Work closely with the Marketing, PR and Social Media team to ensure aligned messaging and online strategy is being delivered across to customers.
- Monitor, analyse and present relevant data, trends, successes, exceptions etc of each call centre channels (phone calls, WhatsApp, email) in a report format and provide recommendations
- Developing a weekly report to be shared with Management.
- Copywriting of email responses – generic and occasionally, personalised ones when responding to specific cases.
- Any other duties that may be assigned from time to time by the HOD or direct supervisor.
Qualifications
Diploma in Customer Service and / or Mass Communications or any equivalent field(s) with a minimum of 1-year professional experience in customer service or call centre related position, preferably in travel, leisure and hospitality industry / events management / retail.Skills & Abilities
- Previous experience in a customer support role in an added advantage
- Track record of over-achieving quota
- Strong phone and verbal communication skills along with active listening
- Familiarity with CRM systems and practices
- Customer focus and adaptability to different personality types
- Ability to multi-task, set priorities and manage time effectively
- Strong analytical, execution and problem-solving skills; meticulous and resourceful
- Able to work independently with minimal supervision and a team player.
- A strong command of English and Bahasa Malaysia, both spoken and written. Command in Mandarin will be an added advantage.
- Good interpersonal skills, dynamic and adaptable, ability to handle pressure, possess initiative and tact.
- Committed and passionate about the job with great enthusiasm and stamina.
- Able to work irregular hours or help out at evening or weekend events. Willing to travel within Klang Valley and all company project sites on a need be basis.
APPLY AT :- JOBSTREET MALAYSIA – GAMUDA BERHAD