KEY RESPONSIBILITIES:

• Primarily handle inquiries via social media platforms pertaining to orders, transactions/payments, vouchers, setting realistic expectations, resolving any customers’ concerns/problems and providing support to the customer ensuring a high level of satisfaction.
• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via call back, email and social media on timely manner
• To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score, etc
• To record case details in Customer Relationship Management (CRM)
• Communicate effectively by providing accurate information to the users and external partners such as
• Ensure resolution of fulfilment related problems and disputes
• Provide an effective solution for customer disputes issue
• Assisting in developing and improving existing dispute process
• To communicate effectively and accurately when communicating with users & stakeholders
• To assist Team Leader to monitor real time performance and initiate appropriate actions
• Assume additional responsibilities as assigned
• Communicate effectively with team members
• To take on ad-hoc projects/assignments
• Undertake any other duties as-and-when assigned by Management.

REQUIREMENTS:

• Candidate should possess a Diploma / Advanced Diploma, bachelor’s degree or equivalent in any field
• Preferably Executive specializing in Customer Service or equivalent
• Preferably at least 1 year of related working experience in a Contact Centre
• Experience in managing Live chats or emails
• Both fresh graduates and experienced applicants are welcome (we can discuss the entry level based on your previous experience)
• Strong communication skills in email, face-to-face conversation, and messenger discussion
• Good communication skills in English, Malay language for both spoken and written. Mandarin is an added advantage
• Business writing skill is mandatory
• Good typing skill
• Strong logical thinking and problem-solving skills at all times
• Able to work independently in a fast-paced environment
• Good team player, positive attitude and eager to learn
• Fast learner and able to adapt to changes
• Ability to multi-task, prioritize and manage time effectively
• Demonstrate teamwork all the time
• Willing to work on shifts

Interested candidates please submit your application through Jobstore.com