Technical Support Live Chat
Job Summary
The Technical Support Specialist will provide humanized, professional after-sales service via live chat for IoT and smart home products. The role involves managing end-to-end product shipment processes, handling returns, refunds, and warranty inspections. You will collaborate with a technical team to ensure fair dispute resolution and exceptional customer support.
Responsibilities
- Manage customer interactions via live chat
- Process product shipments and returns
- Handle warranty inspections and status updates
- Resolve product and shipment disputes
Required Skills
- Proficiency in English, Mandarin, and Bahasa Malaysia
- Basic Microsoft Excel skills
- Minimum 40 WPM typing speed
- Interest in Smart Home/IoT products
Job Details
Main Job Scope:
- Interact with customers through live chat and provide them with friendly, professional, and humanized after-sales service.
- Manage the end-to-end process of product shipment, from inspection and repair to delivery and tracking.
- Handle return and refund requests on various platforms, such as Lazada, Shopee, TikTok, etc., with a customer-centric approach.
- Resolve disputes related to shipment loss, return abuse, and cases outside warranty coverage with a focus on fair resolution.
- Follow up on warranty status updates for customers, delivering a personalized touch.
- Conduct initial inspections on items returned for warranty, ensuring thorough assessment.
- Collaborate with our skilled technician team, working together to deliver exceptional service.
Benefit Package:
- EPF, SOCSO, EIS Contribution
- Annual Increment
- Performance Bonus
- Annual Leave, Medical Leave, Compassionate Leave
- Medical, Optical, and Dental Benefits
- Insurance and Laptop provided
- Trip Vacation Voucher
- Anniversary Gift, Birthday Gift, and Festive Gifts
- Snacks and Refreshment provided
- La Familia Benefit and Staff Discount
Requirements:
- Passionate about the latest Smart home IoT products.
- Love to explore new knowledge.
- Good command (spoken and written) in 中文, English, and Bahasa Malaysia.
- Typing speed of 40 words or above per minute.
- Basic Microsoft Excel skills (added advantage).
- Able to commute to Setia Avenue, Setia Alam.
Work Schedule:
- 5 days a week (9am – 6pm).
- Off-day rotation with the team.