• Specialist - Customer Care Resolution Owner - Social Care Community Agent Hybrid (Cantonese/Mandarin)


    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.