Job description
BSN invites you to join our Shah Alam contact center as an Inbound Call Agent on a one year contract. This role places you at the frontline of customer interaction, delivering professional support, accurate information, and courteous service to BSN customers across Malaysia. You will be the first point of contact for inquiries, requests, and feedback, representing the BSN brand with a commitment to excellence and customer satisfaction.
As an Inbound Call Agent, you will manage a high volume of inbound calls, addressing a wide range of topics including account details, billing inquiries, service requests, and product information. You will verify customer data, document interactions in our CRM, and provide clear, timely responses aimed at achieving high first contact resolution. This position offers comprehensive training and ongoing coaching to help you grow in a dynamic, customer-centric environment.
We value proactive, empathetic problem-solvers who can work collaboratively with teammates and supervisors to enhance the customer experience. This contract role provides a clear path to develop essential skills in communication, product knowledge, and service delivery, with opportunities for extension based on performance and business needs.
Join BSN to contribute to a culture of quality service, data accuracy, and customer-focused solutions. If you are motivated to help customers and thrive in a fast paced setting, we would love to hear from you.
Responsibility
- Handle high volumes of inbound customer calls with professionalism, empathy, and accuracy.
- Provide clear information and resolve routine inquiries related to accounts, products, services, and billing.
- Document customer interactions in our CRM, ensuring data accuracy and privacy compliance.
- Escalate complex issues to supervisors and ensure timely follow-up and resolution.
- Identify opportunities to improve the customer experience and relay feedback to relevant teams.
- Collaborate with teammates and participate in coaching sessions to meet quality and performance targets.
- Maintain up-to-date knowledge of BSN products, policies, and procedures to deliver consistent service.
Qualification
- Minimum high school diploma or equivalent; bachelor's degree is a plus.
- Excellent spoken and written English with strong communication skills.
- Proficiency in MS Office and CRM software; comfortable with data entry and documentation.
- Prior experience in a call center or customer service environment preferred.
- Resilient, patient, and able to manage challenging customer interactions with composure.
- Strong problem-solving, time management, and multitasking abilities.
- Team player with reliability, adaptability and a willingness to work shifts.
- Commitment to a one-year contract and openness to ongoing training and performance development.