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Job Description

The Responsibilities of the Role:

• Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
• Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
• Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
• Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.

Skill Requirements:

• Degree, Diploma, or an equivalent professional qualification.
• A high degree of integrity and professionalism with leadership traits.
• Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• Ability to manage multiple customer communication channels and resolve issues promptly.
• Proficient in both spoken and written English and Vietnamese language.

The Package :

• Attractive Salary (RM3,800 – RM4,500).
• Housing Allowance (RM500).
• Performance related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.

Experience Required :

• Entry Level

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.