Job Description
- Provide consultative customer support through a range of communication channels (Email, Facebook, Calls and etc) in a prompt and professional manner
- Handle customer inquiries feedback, complaints, and other highlighted issue related to the Company's services and provide appropriate solutions and alternatives within the stipulated time frame
- Analyse customers’ needs to ensure customer issues and/or complaints are either addressed and handled tactfully or escalated to the appropriate level/department/workshop, whilst ensuring follow-through in all cases
- Maintain accurate and detailed records of complaint investigations, resolutions, actions taken, and interactions record with customers
- Ensure all follow-ups are done in a timely manner and all SLAs are met appropriately
- Remain polite, patient, and courteous with customers throughout the experience. Always maintain a high level of customer satisfaction whilst maintaining a professional manner
- Maintaining a high degree of integrity and confidentiality – keeping customers’ information confidential at all times
- Take the extra mile to engage customers and follow through with the cases to ensure customers' issues have been resolved
- Initiative to learn and familiarise myself with all policy, processes, and service knowledge and escalation paths
- Consistently meeting individual and team KPIs and goals
- Support ad-hoc tasks and projects from time to time
Job Requirements
- Candidate must possess at least a Diploma/Bachelor's Degree in any field
- At least 3 year(s) of working experience in Customer Service field
- Good command of English and Bahasa Malaysia both verbal and written. Proficiency in Mandarin and local dialect will be an added advantage
- Proficiency in Microsoft Office (Outlook/Excel/Word/PowerPoint)
- Good interpersonal skills, negotiation skills, conflict resolution skills, communication skills, and team player
- Must be able to articulate your points clearly and positively. Assertive to handle difficult interactions and customers
- Ability to work in a fast-paced dynamic environment as well as multi-task, prioritize, and manage time effectively
- Proper phone etiquette with excellent interpersonal and active listening skills.
- Resourceful, proactive, and able to work independently
Job Type: Full-time
Salary: RM2,500.00 - RM3,500.00 per month
Benefits:
- Health insurance
Schedule:
- Monday to Friday
Supplemental pay types:
- Yearly bonus
Education:
- STM/STPM (Preferred)
Experience:
- Customer service: 1 year (Preferred)
Language:
- English (Preferred)
- Bahasa Malaysia (Preferred)
- Mandarin (Preferred)
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