Summary of Executive - Customer Service (English and Malay)

Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.

Assists customers and sellers with product selection, answers basic presales questions, and suggests various product options that are available.

Input customer interaction, problems in Customer Relation Management System (CRMS).

Ensures prompt and proper resolution of customer and sellers queries by providing additional information or escalating/engaging others in the organization to provide a solution according to defined procedures.

Ensure all customers and sellers feedback/complaints/Disputes are addressed as and when required (if any) or escalate the same to the Assistant Manager -Operations or required team (where necessary).

To provide service of high level to customers through Chat platform and to provide resolution in accordance with guidelines given.

Participate fully in the team, taking part in regular team meetings and giving feedback and ideas to colleagues and to the Assistant Manager.

Escalate any queries or unresolved issues which cannot be completed within the agreed procedures.

Work on agreed productivity and quality standards and any KPIs as provided by Management.

Ensure a comprehensive understanding of all standards of performance including business protocol and comply with ASUS policies and procedures.