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Introduction Of MASCO Structure Of Classification Starting Salary Guidelines
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Major Group
4
Clerical Support Workers
Sub-Major Group
42
Customer Services Clerks
Minor Group
422
Client Information Workers
Unit Group
4222
Contact Centre Information Clerks
Minor Unit Group
MASCO Code
4222-02
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Call Centre Agent (Customer Service) provides information, advice and assistance to customers through inbound and outbound telephone calls and other electronic communications regarding an organisation’s products, services or policies. They handle enquiries, complaints and service requests, process orders or transactions, direct matters to the appropriate units where necessary, and maintain accurate customer records. The role involves managing high volumes of interactions while ensuring timely resolution of issues in accordance with established procedures.
Tasks
Answer incoming and outgoing calls professionally and efficiently.
Provide accurate information about products, services, and company procedures.
Handle customer enquiries and complaints, and escalate complex issues to supervisors or relevant departments.
Process orders, transactions, and service requests as required.
Update and maintain customer records accurately in the system.
Follow service standards and company procedures consistently during customer interactions.
Inform customers about relevant products or services where applicable.
Direct customers to the appropriate departments or personnel when necessary.
Record call details, actions taken, and complete related service documentation.
Skills
Basic
Ability to use basic computer systems, including CRM tools, for accurate data entry and record management.
Good time management and multitasking skills to handle high call volumes in a fast-paced environment.
Patience and empathy in handling customer enquiries, complaints, and concerns professionally.
Problem-solving and critical thinking skills to resolve customer issues efficiently.
Strong verbal communication skills, including active listening and multilingual capability, to interact effectively with customers.
Specific
Knowledge of basic administrative procedures and accurate data entry.
Knowledge of complaint handling and customer enquiry resolution procedures.
Knowledge of order, transaction, and service request processing procedures.
Proficiency in Customer Relationship Management (CRM) and telephony systems.
Proficiency in following structured call scripts and service procedures accurately.
Additional Info
QUALIFICATION
Sijil Pelajaran Malaysia (SPM) or Equivalent
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