Executive - Ecommerce Customer Experience (English and Korean Language Support)

Job Description

The Position:

• The key objective of the role is to handle all the post-sales queries of customers from Korea regarding their online web order issues and escalations.
• The post sales executive will also provide support on new projects and initiatives designed to improve Customer Satisfaction and the overall post sales targets.

The Responsibilities of the Role:

• Manage all general enquires via calls, Chat & Email related to PC, Laptops and accessories.
• Manage complaints and feedback from customers.
• Own and resolve day-to-day sales issues as highlighted by customers.
• Act as a first point of contact for post sales customers, ensuring communications are actioned in a timely and effective manner.
• Provide regular and accurate post sales related information to customers.
• Maintain governance and audit processes targeted for Post Sales.
• Manage cancellation request, return/refund request, lead time inquires and assisting customer with other inquiries relating to post sales.
• Ensure accuracy of all data included in the CRM.
• Ensure all customer complaints are managed in accordance to set SOP.
• Proactively identify and act upon opportunities related to customer experience and satisfaction of Post sales customers.
• Any other task(s) as assigned by management.

Skill Requirements:

• Degree holder, preferably in IT related disciplines.
• Proficient in spoken and written English and Korean.
• Minimum 2 years related post sales experience.
• Sales/service experience in retail, sales, service or other “helping” business (preferred).
• PC industry knowledge is an advantage.
• Experience supporting customers in a customer facing environment.
• Demonstrate ability to take ownership of customer issues and follow-up with customers to ensure a successful resolution and delightful experience.
• Attention to detail with customer and case documentation.
• Possess initiative, able to work independently and as a team.
• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills
• Contact Centre Operating Days/Hours: Monday-Friday/9am-6pm (local time).
• Malaysian citizens proficient in spoken and written English and Korean are welcome to apply.

The Package :

• Attractive Salary (RM8000 - RM9000).
• Housing allowance RM 500 (Korean nationals).
• Work Permit organized and paid by company.
• Flight ticket (where applicable) (Korean Nationals).
• Performance related allowance on a quarterly basis for confirmed staff.
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.

Experience Required :

• Associate

Location :

• Kuala Lumpur, WP, Malaysia.

Employment Type :

• Full Time.