• Contact Centre Guest Relations Agents Jobs in Malaysia - 910731



    McDonalds
  • 0 - 2 Years
  • Malaysia - Selangor - Petaling Jaya - Damansara
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  • Posted above 1 month
  • Job Views: 18
  • Job Applicants: Less than 10

Job Description

Available Public Transport to Damansara Uptown (our office)
LRT/MRT/Buses
-Rapid KL T784
-Rapid KL 800
-Rapid KL 780
-Rapid KL 802
-MRT Feeder Bus T813

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 proceduresLead guests’ enquiries and complains to resolutionEnsure guests’ expectation and escalations are managed and followed-up and tracked in a timely mannerProvide information about products and services and be able to communicate in multiple channel ie voice, email & chatPerform procedures accurately, including documented call flows, work processes, data entry requirements and complaint management processesDemonstrates a strong customer service orientation and takes responsibility to ensure guests are satisfied and always strive for First Call ResolutionProvides 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 withDemonstrate patience in all guest contact situations, meanwhile maintaining a pleasant and professional tone and mannerEnsure achievement of performance related contractual Key Performance Indicator (‘KPIs’) are metCapture all relevant guest and transactional information into the CRM tool in a timely mannerAssist supervisor on ad-hoc activities which are in line with the company policiesPerform 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 fieldPossess outstanding customer service skills, courteous, customer focused, with a desire to resolve each customer's issueAbility to effectively communicate in Bahasa Malaysia and English both written and verbal; ability to converse in Mandarin will be an added advantageSkilled in multi-tasking and flexible to adapt to changesTolerance for repetitive work in a fast-paced, high production work environmentAbility to work in a team and independentlyAble to work on rotational shifts including night shift (if and when required), weekends and public holidaysStrong interpersonal skills and ability to manage difficult customer situation
ONLY suitable and relevant experienced APPLICANTS are encouraged to apply!

Profile Summary

Type:Company Job

Industry:Food & Beverage/Catering/Restaurant

Salary:Not Disclosed

Deadline:28th Sep 2019

Company Profile

At McDonald’s®, our mission is to become our People’s favourite way and place to work.
Our People are our ambassadors, representing the promise behind the brand. As a leading global employer, we provide rewarding career opportunities to help our People fulfill their potential.
McDonald’s® Malaysia has been recognized with a number of HR awards including the prestigious Aon Hewitt Best Employers in Malaysia. This is a testament to our commitment in providing a great place to work. Join us and embark on an exciting career journey.
McDonald’s® named Best Employer in Malaysia for the 3rd time
McDonald’s®, the world’s leading foodservice retailer has again proven that they are not ‘a burger business serving people, but they are a people business serving burgers’, as they were one of the eight companies that was accorded the Best Employer in Malaysia award by the global HR consulting firm, Aon Hewitt in its Best
Employers - Malaysia 2013 Study.
This is the third win from McDonald’s® Malaysia after receiving the same award in 2009 and 2011, which is a glowing testament to its ‘people-first’ commitment. This year, the company was also the proud recipient of a Special Recognition Award - Best Employer for Gen-Y Malaysia 2013, which acknowledge the organisation’s exemplary practices in engaging this major segment of their workforce.
‘Malaysians Serving Malaysians’
“Take care of our people and the business will take care of itself”, were the words of wisdom spoken by McDonald’s® founder, Ray Kroc. To this day, McDonald’s® views this golden saying as their guiding principle in keeping the shine on the golden arches. They believe that when their employees are happy, they will in turn be inspired to make their customers happy. As a global brand that is locally operated with nearly 12,0000 Malaysian employees at 250 McDonald’s® restaurants serving more than 13,000 customers a month, it is no surprise that McDonald’s® people positioning of a caring team that proudly serves is keenly reflected in its ‘Malaysians serving Malaysians’ philosophy. It is this sense of solidarity amongst its workforce combined with a positive service attitude, which is ingrained in its people culture that has contributed to McDonald’s® ranking as a Best Employer in Malaysia.
Favourite Way and Place to Work
McDonald’s® ultimate vision is to be its people’s favourite way and place to work. As they journey towards this destination, the company focuses on making McDonald’s® a good place to work by treating its people right and making their lives better. These key initiatives also work hand-in-hand in helping the company attract, retain and develop its talents, which are critical elements in achieving the organization’s growth target of 300 restaurants by 2014 and 500 restaurants by 2020 in Malaysia. This robust expansion plan also translates into the creation of approximately 13,500 new jobs in the next 8 years. As McDonald’s® forges ahead in achieving its business goals while staying true to its standing as a Best Employer, thousands of Malaysian may rest assured that a bright career prospect with the world’s number one Quick Service Restaurant chain is theirs for the taking.
Philosophy of Training at McDonald's®
We are a learning organization that provides opportunity, nurtures talent, develops leaders, and rewards achievement. The foundation of the McDonald's® training system is providing training when and where it is needed. Through effective training, team members at McDonald's® can become proficient and focused on the system's specific procedures and policies. Some of the crew will remain at the restaurant as essential crew members; some will move into management; others may simply move on. Whether in a first job or throughout a career, McDonald's® training provides life skills that may be useful in many different situations.
"To be our peopleTo be our people's favourite way & place to work's favourite way & place to work"

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