Resolution and Live Chat Agent

Job Description

1. Manage Abandoned Calls and Voicemail Calls that are left by the consumer in the IVR.
2. Manage Follow-up cases.
3. Manage documents sent by the Consumer to ensure it is complete before submitting them to the respective Stakeholder.
4. Manage the CSI with Low Rating.
5. Any other relevant task that deemed required to ensure the best quality of service.
6. Able to effectively manage queues to meet expectations and reply to customers in a timely manner via Live Chat
7. The expertise of a resolution agent for live chat must be experienced to investigate the issues, “resolve” the issue or at least escalate to the First Contact Resolution (FCR) person in charge for resolution.

Minimum Experience (Year)

• 1 or 3 years

Qualification

• Diploma and 1 year relevant experience in customer contact centre;

OR

• SPM and 3 years relevant experience in customer contact centre