• 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 (RM 8000).
    • 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.