Specialist - Social Media

Job Description

The Responsibilities of the Role:

• Provide Technical Support for smartphones and other devices such as tablets, PCs, Modems, etc via non-voice channels such as chat, social media, and email platforms.
• Mainly handles and answers user questions and inquiries.
• Escalates technical problems or complaints that cannot be resolved within SLA to relevant teams.
• Performs systematic tracking of escalated problems until they are closed.
• Able to effectively provide Customer solutions with cross sell and upsell opportunities based upon Customer needs.
• Responds to customer and seller inquiries regarding online merchandise or service orders through Inbound Chat.
• Assists customers and sellers with product selection, answers basic pre-sales questions, and suggests various product options that are available.
• Able to communicate and adapt to different types of customers.

Skill Requirements:

• Graduates from college or above, related professional on electronically is preferred with background in Electronics, communications, economics, e-commerce, management, etc.
• At least 6 months’ customer service-related work experience, preferably in a contact center environment.
• Excellent command of spoken and written English and Bahasa Malaysia.
• Mandarin language is an added advantage.
• Basic understanding of mobile phone (android) troubleshooting is required.
• 1 year of experience in the escalation team for mobile phones/PC technical support or experience in repairing mobile phones or PC is an added advantage.
• Must have basic knowledge of products being sold in E-Commerce platforms such as Lazada, Shopee, Tik Tok Shop, etc.

The Package :

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

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.