Palm | Kelapa Sawit

Responsibilities:
* Be the first point of contact for Customers, and resolve Customer requests received via all media according to agreed service levels, including requests for information.
* Provide a courteous, polite and helpful information to our Customers, engendering a ‘smile’ over the phone.
* Provide live resolved servicing and when live resolution cannot be achieved, make a date and time with Customer for resolution and ensure that it is met.
* Pro-actively keep the Customer informed throughout the contact management process.
* Pro-actively participate in CSO campaigns related to CSO services (i.e. not sales campaigns).
* Systems help-desk (assistance to Customers in automated options - IVR, EDI and Web -, problem solving to complete transactions and reset of passwords).
* Record and follow up all Customer contacts in CSM/CRM systems.
* Identify opportunities to offer products and services to Customers and of sales leads and routing to appropriate sales representative.
* Raise any issue regarding systems problems to IT Analyst


Experience And Qualifications Required:

* 1-3 years experience in call center. Experience in fast paced, multinational bank is preferred.
* Positive Customer focus attitude and passion for the customer.
* Clear results orientation and capacity to manage self-performance.
* Demonstrate team spirit to improve team performance.
* Ability to hand difficult Customers and not take it personally.
* Competence in problem solving - with customer facing services -, good decision making skills and ability to find solutions to day to days issues.
* Familiar with Customer Service systems, that includes ERP, CSM, CRM, ACD, etc, and applications.
* IT software user friendly (Microsoft and Internet).
* Able to maintain high volumes of contacts with quick and accurate turnaround time.
* Fluent in required customer language skill, dependant on location and need.
* Typing skills.
* Good verbal and written skills.
* Excellent Listening skills.


Application deadline: 30 April 2008

For contract vacancy application, we will only reply to those who are suitable for the position either via email/phone.



'Shell is an Equal Opportunity Employer'



For the above contract position, please send your resume via email mentioning clearly the position of interest to gx-shlindn-contractvacancy@shell.com or send to PO BOX 9009, JKS 12000.