Customer Service Representative
Job Summary
This role involves handling multi-channel customer inquiries and providing high-quality service to ensure customer satisfaction. The candidate will manage product information, advise on shipments, and monitor delivery status to maintain efficient service. Additionally, the position requires documentation of interactions and contributing to service improvement processes.
Responsibilities
- Manage multi-channel customer inquiries
- Provide accurate product and service information
- Monitor shipments and delivery status
- Analyze feedback and document interactions
Required Skills
- Fluent in English and Bahasa Malaysia (Mandarin is a plus)
- Microsoft Excel proficiency
- Strong communication and multitasking skills
- Customer service orientation
Job Details
Responsibilities:
- Handle all customer inquiries coming from multichannel, including WhatsApp, calls, emails and Livechat.
- Provide "Total Service" to our value customers.
- Maintain in-depth knowledge of company products, services, and policies to provide accurate information to customers.
- Stay informed about new products, services, and promotions to effectively upsell and cross-sell when appropriate.
- Responsible for updating respective clients on each progress.
- Advising customers on shipment arrival.
- Monitor clearance and ensure timely delivery.
- Prepare customer reports (if applicable).
- Collect and analyze customer feedback to identify trends and areas for improvement in the service process.
- Contribute to the development and refinement of customer service policies and procedures.
- Build and maintain positive relationships with customers, going the extra mile to engage them and meet their needs.
- Keep records of customer interactions, transactions, comments, and complaints.
- Performs other related duties as assigned.
Requirements:
- Candidates must be very fluent and able to type in English, Bahasa Malaysia, Mandarin will be advantaged.
- Candidates must possess at least a Diploma (in any field).
- Customer services related will be an advantage.
- Fresh graduates are encouraged to apply.
- Someone who priorities career & hungry for success.
- People management skill, good communication, multitasking.
- Excellent in Microsoft Excel.
- 5 working days per week, able to work during Saturday.