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.