Customer Service Specialist APPLY NOW

Bangsar, Kuala Lumpur
31 Dec 2024
Full time

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.

Job Requirements

  • 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.


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