Customer Service Executive
Job Summary
This role involves handling customer inquiries via calls and live chat while ensuring high levels of customer satisfaction. The executive will manage escalations and follow established support processes to maintain service quality. Proficiency in English, Bahasa Malaysia, and Mandarin is required to support a diverse customer base.
Responsibilities
- Handle customer inquiries via calls and live chat
- Manage and track customer escalations
- Follow documented call flows and work processes
- Ensure high levels of customer satisfaction
Required Skills
- Fluent in English, Bahasa Malaysia, and Mandarin
- Strong communication and interpersonal skills
- Active listening
- Customer service orientation
Job Details
Responsibilities:
- Understand customer enquiries and respond via applicable channels: calls, live chat etc.
- Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.
- Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
- Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes.
- Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
- Provide a high level of professionalism and competent customer service.
- Able to communicate effectively with customers in a friendly and polite manner by following to processes.
Requirements:
- Candidate must possess at least a SPM. Degree Fresh Graduates are encouraged to apply.
- Candidate with working experience in the related field and proven experience as call center are added advantage.
- Able to speak and write fluently in English, Bahasa Malaysia and Mandarin (as this role require to support mandarin speaking customers & agents).
- Active listener with excellent communication, interpersonal and rapport building skills.
- Basic Salary + KPI Incentive.
- 5 days work per week with rotational shift, covering weekend and public holiday.
- Permanent full time.