Care Advisor, English Speaker (Contract Full-time, Hybrid)

Location: Jaya One – HQ (Hybrid)

We’re looking for compassionate, digitally-savvy communicators to join our team as Full-Time Care Advisors! Your fluency in English will be essential in serving our diverse clientele. If you’re passionate about making a positive impact on the lives of seniors and thrive in a dynamic, hybrid environment, we invite you to apply. Fresh graduates are highly encouraged to join our vibrant team!

What We Offer You:

• Competitive Monthly Salary: Starting from RM2,500 to RM3,500 based on your experience for 5-day work week, with attractive overtime pay for Public Holidays!
• Excellent Benefits: Enjoy paid public holidays! Work on public holidays is compensated at double pay, with triple pay for any overtime worked.
• Hybrid Work Model: Flexibility to work from our Jaya One HQ and remotely.

Note: This role requires working at least one weekend day (Saturday or Sunday) to ensure consistent customer support.

Here’s what you’ll do:

• Flex your multilingual strengths by speaking and writing in English and Bahasa Malaysia to serve our diverse clientele.
• Provide friendly and professional service on multiple platforms.
• Build and maintain great relationships with customers by providing guidance and gathering feedback to ensure a smooth experience.
• Monitor community feedback, messages, and complaints, and respond as quickly as possible.
• Manage reports, records, documents, and any additional tasks as necessary.
• Collaborate with team members and other departments to ensure efficient workflow.
• You can be the Care Advisor of senior living!

Roles and Responsibilities

Customer Support and Service:

• Multilingual Communication: Proficient in English and Bahasa Malaysia. This ensures seamless communication with our diverse clientele in Malaysia.
• Multichannel Management: Effectively manage multiple communication channels, including phone, email, chat, WhatsApp, and social media.
• Query Resolution: Efficiently handle and resolve customer inquiries, complaints, and issues, ensuring prompt and satisfactory responses.
• Call and Text Handling: Answer incoming calls and texts, provide accurate information, and assist customers in resolving their needs.
• Relationship Management: Build and maintain strong customer relationships by understanding their needs, providing effective solutions, and following up on issues.
• Content Improvement: Continuously learn and update customer service-related content, such as scripts and FAQs, to enhance the customer experience.
• Policy Implementation: Contribute to developing and implementing customer service policies and procedures to maintain high-quality standards.

Leads and Sales Management:

• New Contacts and Lead Generation: Pursue leads and convert them into qualified leads for sales, contributing to overall business growth.
• Customer Acquisition: Assist in attracting new customers by addressing their inquiries, promoting products and services, and suggesting relevant offerings.
• Industry Knowledge: Stay updated on industry trends and product information to effectively address customer questions and concerns.

Reports and Administrative Tasks:

• Reporting Management: Input data accurately on a timely basis, analyse and share observations.
• Record Keeping: Maintain accurate and up-to-date records of all customer inquiries, interactions, and resolutions.
• Team Coordination: Collaborate with team members and other departments to ensure efficient workflow and share the latest updates on products, services, courses, and campaigns.

Requirements:

• Language Proficiency: Fluently speaks, reads, and writes in English and Bahasa Malaysia.
• Weekend & Holidays Availability: Willingness to work shifts, including weekends and holidays. Must be available to work at least one weekend day, either Saturday or Sunday.
• Tech Savvy: Proficient in Microsoft Office Suite, Google Workspace, CRM tools, and social media platforms.
• Technical Set-Up: Reliable internet connection, a quiet workspace, and the necessary equipment to work from home effectively.
• Communication and Interpersonal Skills: Strong ability to interact effectively with customers and colleagues.
• Problem-Solving: Excellent problem-solving and decision-making skills.
• Customer Focus: Empathetic and customer-oriented approach.
• Adaptability and Proactiveness: Ability to thrive under pressure, consistently meet deadlines with a high energy, self-driven and eager-to-learn approach.
• Experience: Preferably 1-2 year(s) of working experience in customer service or a related field. Minimum SPM or higher (we value all educational backgrounds). Fresh graduates are welcome to apply.