Customer Service Executive

Location: Kuala Lumpur, Malaysia

Responsibilities:

  • To handle and process online request/queries/complaints and constantly follow-up with the customer and the necessary department to resolve the enquiry.
  • To handle customer’s queries and complaints, responding in a timely manner. Candidate(s) must be courteous, professional and customer oriented.
  • Take accountability of follow through and any action required to ensure that customers case(s)/ticket(s) are resolved to ensure customers are delighted and satisfied.
  • To organize, participate, handle and/or carry out customer service functions/responsibilities related to company events as required.
  • Identify and analyse issues, patterns and trends in our online user’s requests & product performance.
  • Monitor the system diligently and channel/escalate the information to the appropriate departments so that they can respond accordingly as and when required.
  • Team player, with the confidence to take the lead and guide our online users as well as our internal departments when necessary.
  • Creatively and proactively assist online user and initiates activities that are geared towards connecting with users and increasing overall engagement.
  • Act as an advocate of the Company in the brand’s community and as the advocate of the community within the company, and/or participate in live chat events and answering questions where appropriate.
  • Able to adopt and work in a team environment and support each other in multitasking and execute any ad-hock task given by Team Leader / Management.

Requirements:

  • Mature, initiative, committed to customer satisfaction and enthusiastic individual who is able to work well under pressure
  • Ability to effectively communicate information and ideas in written and verbal format, and build and maintain relationship between users and our organization.
  • In-depth knowledge and understanding of online community platforms and their respective participants (Forums, Blogs, Photo Uploads, Profiling etc.) and how they can be deployed in different scenarios.
  • Good command in English
  • Good interpersonal and communication skills.
  • Candidate must be an independent person with high degree of maturity, integrity & initiative.
  • Result oriented, highly organized with good attention to detail and follow-through.
  • Willingness to take on added responsibilities as and when required.
  • Known language other than English/Malay will be preferred advantage for this role.
  • Good technical understanding and fast learner
  • Internet and Mobile Savvy
  • Computer literate with working knowledge in Microsoft Office (Word, Powerpoint, Excel)
  • Minimum Diploma or Degree in any related fields.
  • Minimum 1 – 2 years working experience in Customer Service/ Call Centre/ Credit Card/ Banking background
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