PREFERRED IMMEDIATE JOINERS.
Job Description
Job Responsibilities:
- Handles inquiries, problems, and complaints from customers with the objective of resolving issues (via various channels - voice, email, online chats, case management, etc). Perform outbound calls when necessary.
- Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce.
- Primarily handle escalations related, manager callbacks and service recovery cases via emails
- To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc
- To record case details in Customer Relationship Management (CRM)
- Ensure resolution of fulfillment related problems and disputes
- Provide an effective solution for customer disputes issue
- Assisting in developing and improving existing dispute process
- To communicate effectively and accurately when communicating with users & stakeholders
- To assist Team Leader to monitor real time performance and initiate appropriate actions
- Assume additional responsibilities as assigned
- Communicate effectively with team members
- To take on ad-hoc projects/assignments
- Undertake any other duties as-and-when assigned by Management.
Job Requirements:
- Both fresh graduates or experienced applicants are welcome
- With at least Sijil Pelajaran Malaysia (SPM)
- Strong communication skills in email, face-to-face conversation and messenger discussion
- Good communication skills in English and Bahasa Malaysia language for both spoken and written.
- Strong logical thinking and problem-solving skills at all times
- Able to work independently in a fast-paced environment
- Good team player, positive attitude and eager to learn
- Fast learner and able to adapt to changes
- Ability to multi-task, prioritize and manage time effectively
- Demonstrate teamwork all the time
- Willing to work on rotational shift, 5 days weekly, 8 hours daily
- Possess outstanding customer service skills, customer-focused, with a desire to resolve each customer's issue
- Strong interpersonal skills and ability to manage difficult customer situations
- Possess good working attitude, self-motivated, good communication skills, teamwork, and ability to interact with various people at the work location
- Punctual and disciplined
- Basic computer skills in Windows environment and Microsoft Office applications including MS Outlook, Word, and Excel
- Full-time position, fixed allowances provided
Job Type: Full-time
Salary: RM2,000.00 - RM3,000.00 per month
Benefits:
- Additional leave
- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave
- Professional development
Schedule:
- Afternoon shift
- Day shift
- Evening shift
Application Question(s):
- Can you start immediately?
Education:
- STM/STPM (Required)
Experience:
- Customer Care Specialist: 1 year (Required)
