Customer Service Specialist APPLY NOW
Bangsar, Kuala Lumpur
Sun, Dec 31, 2023
Roles & Responsibilities
- Manage customer enquiries escalated in Customer Service Email, WhatsApp and Marketplaces (TikTok, Shopee)
- Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.
- Support ad-hoc projects and initiatives per business needs.
2023-12-31|||Bangsar, Kuala Lumpur|||Operation||||||cOu~0jkCNJPeQNho|||FULL_TIME|||MYR|||HOUR|||single||||||||||||false|||
- Requires a minimum of 1 year experience in a customer service environment.
- Fresh graduate is acceptable only with quick learning capability and high potential.
- Demonstrates effective, clear and professional written and oral communication.
- Eager to learn, initiative taker and problem-solver.
- Proactive and continuous improvement attitude.
- High problem solving and priority skills.
- Thrives in fast and dynamic environments.
- Ability to work in a fast-paced environment.
- Have a good temper to handle disputes and emergencies.
- Excellent skills for communicating and relating with both team members and customers.
- Experience in eCommerce or marketplace platforms is a plus.
- Works comfortably with Microsoft Word and Excel.
- Good written and verbal communication skills in English & Bahasa.