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Job Description

The Role:

• The Customer Service will support ExxonMobil’s loyalty programmed across Hong Kong, Macau, Guam and Saipan by handling customer enquiries and requests through phone and written correspondence.
• The role will assist with member accounts, redemptions, card issues, points, promotions, vouchers and other loyalty programmed services, while accurately updating customer information in the CRM system, resolving complaints within the assigned authority and escalating matters when required.
• Candidates must be proficient in spoken and written English, Mandarin and Cantonese.

The Responsibilities of the Role:

• Handle customer enquiries and service requests for ExxonMobil’s loyalty programme via phone, fax and written correspondence.
• Assist members with account updates, card issues, redemptions, points adjustments and partner point transfers.
• Handle enquiries related to promotions, vouchers, programme services and redemption status.
• Process requests for lost, stolen or faulty cards and assist with form recovery and rejected requests.
• Handle customer complaints within the assigned authority and escalate complex matters when required.
• Accurately capture and update customer information in the CRM system and relevant forms.
• Conduct outbound calls when required for request recovery and customer follow-up.
• Provide support to service station dealers and handle other miscellaneous loyalty programme enquiries.
• Perform other ad hoc duties assigned by the supervisor in accordance with company policies.

Skill Requirements:

• 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.
• Candidates must be fluent in English, Mandarin, and Cantonese.
• Degree, Diploma, or an equivalent professional qualification.
• Familiar with Window OS, Windows Office.
• Good patient, serious and responsible work, have good service consciousness.
• Be able to work under pressure, be able to proactively cooperate with the customers in the project work time arrangement.

The Package :

• Attractive Salary RM4,000.
• 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.