Guest Relations Agent

POSITION SUMMARY:

Guest Relations Agents (GRA) is responsible for answering incoming calls, emails & chat transactions from McDonald’s guests on inquiries, complaints, problem solving and to provide quality service that exceeds the guest's expectation, coupled with real-time escalations. GRA must be able to handle inquiries via all supported media channels both inbound and outbound services. GRA is required to represent the organization appropriately to all guests and partners.

DUTIES AND RESPONSIBILITIES

• Greet guests in a courteous, friendly, and professional manner using agreed upon procedures.

• Lead guests’ enquiries and complains to resolution

• Ensure guests’ expectation and escalations are managed and followed-up and tracked in a timely manner.

• Provide information about products and services and be able to communicate in multiple channel i.e. voice, email & chat

• Perform procedures accurately, including documented call flows, work processes, data entry requirements and complaint management processes.

• Demonstrates a strong customer service orientation and takes responsibility to ensure guests are satisfied and always strive for First Call Resolution.

• Provides a high level of professional and competent customer service and is able to communicate effectively with guests in which ever touch point the guest is engaged with.

• Demonstrate patience in all guest contact situations, meanwhile maintaining a pleasant and professional tone and manner.

• Ensure achievement of performance related contractual Key Performance Indicator (‘KPIs’) are met.

• Capture all relevant guest and transactional information into the CRM tool in a timely manner.

• Assist supervisor on ad-hoc activities which are in line with the company policies

• Perform other duties and responsibilities that may be assigned from time to time by management

REQUIREMENTS:

• Candidate must possess at least SPM, Certificate or Diploma in any field.

• Possess outstanding customer service skills, courteous, customer focused, with a desire to resolve each customer's issue.

• Ability to effectively communicate in Bahasa Malaysia and English both written and verbal; ability to converse in Mandarin will be an added advantage.

• Skilled in multi-tasking and flexible to adapt to changes.

• Tolerance for repetitive work in a fast-paced, high production work environment.

• Ability to work in a team and independently.

• Able to work on rotational shifts including night shift (if and when required), weekends and public holidays.

• Strong interpersonal skills and ability to manage difficult customer situation.