• Executive – Customer Service - (Chat/Social Media/Email)


    Job Description
    The Responsibilities of the Role:
    • Assists customers with product selection, answers basic questions and suggests various product options that are available.
    • Managing customer complaints and escalations.
    • Managing of refunds requests.
    • Input customer interaction, problems into the Customer Relationship Manager (CRM).
    • Participate fully in the team, taking part in regular team meetings and giving feedback and ideas to colleagues and management.
    • Manage and attempt to resolve any complaints directed to the contact center.
    • 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 policies and procedures.

    Skill Requirements:
    • Diploma/Degree in any discipline.
    • Good command of spoken and written English and Bahasa Malaysia.
    • Minimum 12 months experience in contact center/ customer service environment with sales/upsell experience.
    • E-Commerce experience/online marketplace knowledge is an advantage.
    • Basic computer knowledge: MS Office, MS Outlook and Internet Explorer.
    • Typing speed of over 50 WPM
    • Dynamic, highly motivated and a result-oriented team player with good interpersonal skills.
    • Able to work rotational shifts : Monday-Sunday/8am -12midnite.
    • 5 day week; off days based on roster.

    The Package :
    • Attractive Salary.
    • Performance-related allowance on a quarterly basis for confirmed staff.
    • 15 days Annual Leave
    • 14 days of Medical Leave
    • Medical and hospitalization insurance coverage.

    Experience Required :
    • Entry Level

    Location :
    • Kuala Lumpur, WP, Malaysia.

    Employment Type :
    • Full Time.