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Specialist - Customer Care Resolution Owner - Social Care Community Agent Hybrid (Cantonese/Mandarin)
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Job Description
The Responsibilities of the Role:
- Drive OBF and DOA cases to closure with the shortest time and fair solution to customer.
- Coordinate with cross-functional teams to on fact findings and solutions to meet/exceed customer's service expectations.
- Resolution to customer or BP will be Replacement / Refund / Credit Note.
- Handle machine return business under set procedure and guideline.
- Ensures good customer relations are maintained, and customer claims and complaints are resolved fairly and effectively within KPI.
- Core job process involves, check stock to replacement customer, seek for approval, arrange logistics for collection and delivery, process payment via bank transfer or credit note and others.
- Collects and Analyzes call activity data and initiates, develop and recommend improvements for systems, processes and procedures to increase productivity.
- Guide new team members on OBF and DOA process from end to end.
- Constantly improving case solution method. Finding a quicker way to reduce the TAT for the process.
- Generate report - Upon request.
- Assist with Tax Invoice details.
- Assist with inbound calls. Manage customer call and complaint.
- Work closely with SDM.
- Analyzes and measures the effectiveness of existing call handling processes and develops sustainable, repeatable, and quantifiable process improvements.
Skill Requirements:
- At least 3 years of experience in Customer Support related field.
- PC technical knowledge is preferable.
- Ability to prioritize and work in a multi-tasked environment & tight timeline.
- Excellent internal/external customer communication and negotiation skills.
- Analytical abilities to the performance trends of incoming calls.
- Proficient in English, Mandarin and Cantonese Language in Both Spoken and Written.
- Good personal computer skills, including Microsoft Office
- Superior customer service skills.
- Able to prioritize in a fast paced, dynamic work environment.
The Package :
- Attractive Salary (RM 5,500 - RM 7,500).
- Performance related bonus on a half yearly basis for confirmed staff.
- 15 days Annual Leave.
- 14 days Medical Leave.
- Medical and hospitalization insurance coverage.
Experience Required :
- Mid-Senior Level
Location :
- Kuala Lumpur, WP, Malaysia.
Employment Type :
- Full Time.