Job Responsibilities:
- The SWAT team functions as a one-stop team to handle all escalated complaint cases that require manager call back. These cases originate from either buyer or seller complaints.
- Agents in the SWAT team are required to handle high risk cases daily and are required to fully complete handling all cases assigned to them on daily basis.
- To resolve these cases, SWAT agents are required to fully comprehend the case history, understand the complaint, and propose suitable solutions to resolve the issue. Agents are required to utilize the Knowledge Base, consult Team Leads and/or seek assistance from internal/external teams to produce solutions.
- All cases assigned to the SWAT team need to be resolved by performing an Outbound Call to the buyer or seller. In certain circumstances with supervisor approval, an outbound email is also permitted.
- All cases handled by the SWAT agent generate a customer satisfaction (CSAT) survey and this is a mandatory KPI for the agent with a specific target.
- SWAT agents are also required to handle any other cases that are assigned to them from time to time.
- SWAT agents are required to have excellent written and verbal communication skills while maintaining a high tolerance level, bearing in mind that they are handling escalated and irate customers.
- Other necessary prerequisites that are required for this role include a high degree of multi-tasking and flexibility while working in a rotating shift environment and the ability to work in a team towards a common goal.
Job Requirement:
- Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in any field
- Preferably specializing in Customer Service or equivalent
- Minimum 3 years of contact center experience, mainly in handling manager callbacks and high-risk cases.
- Ability to handle escalation calls.
- Resilient and has a strong sense of ownership.
- Experience in managing Live chats, emails, inbound calls
- Strong communication skills in email, face-to-face conversation and messenger discussion
- Good communication skills in English, Malay and Mandarin language for both spoken and written.
- Business writing skill is mandatory
- Good typing skill
- Able to proactively seek and communicate for help
- Strong logical thinking and problem-solving skills at all times
- Able to work independently in a fast-paced environment
- Good team player, positive attitude and eager to learn
- Fast learner and able to adapt to changes
- Ability to multi-task, prioritize and manage time effectively
- Demonstrate teamwork all the time
- Willing to work on shifts
