Customer Service Executive – KUALA LUMPUR
Responsibilities:
Customer Support:
- Act as the primary liaison for enterprise customers in the region, addressing their inquiries, concerns, and requests across multiple communication channels (e.g., phone, email, chat).
- Resolve customer complaints and issues promptly to ensure maximum satisfaction.
Problem Solving:
- Analyse customer problems and collaborate with the technical team to diagnose and resolve technical issues.
- Develop and implement effective solutions to meet customers’ technical and service requirements.
Training and Documentation:
- Develop comprehensive training materials to educate both customers and team members.
- Guide customers through the implementation process, ensuring a seamless transition to our platforms.
- Maintain and update customer support documentation to empower customers to resolve issues independently.
System Parameter Maintenance:
- Conduct routine and ad hoc maintenance on system parameters, including multi-language platforms, content management, and customer authentication.
- Streamline parameter maintenance processes to enhance efficiency and quality.
Feedback Collection:
- Gather and organize customer feedback and suggestions, providing regular reports to product and operations teams.
- Proactively identify customer needs and provide personalized recommendations to enhance their experience.
- Collaborate with product operations teams to suggest improvements to products or services based on customer feedback
Customer Satisfaction Survey:
- Conduct periodic customer satisfaction surveys, analysing data and proposing actionable insights for service enhancement.
- Develop and implement plans to improve overall service levels based on customer feedback.
Teamwork:
- Collaborate with cross-functional teams to ensure timely resolution of customer issues.
- Provide internal training and reports to foster better understanding of customer needs within the team.
Requirements:
Educational Qualifications and Experience:
- Bachelor’s degree or higher in relevant fields.
- Minimum of 3 years of experience in customer service or technical support roles, with managerial experience preferred.
Skills:
- Fluent in English; proficiency in Mandarin to liaise with Chinese associate.
- Familiarity with enterprise management systems, collaboration tools, or project management software preferred.
- Excellent communication skills, capable of conveying information clearly and courteously to customers.
- Strong problem-solving and decision-making abilities, with the capacity to address diverse customer issues promptly.
- Proficient in using real-time messaging tools.
- Solid technical understanding to effectively communicate product features.
- Strong teamwork and coordination skills.
Characteristics:
- Patient, friendly, and adept at handling pressure and complex customer situations with composure.
- Attentive to customer experience and detail oriented.
- Passionate about the service and IT industry, with a positive attitude toward addressing customer needs.
- Quick learner, able to grasp new product and service knowledge efficiently.
APPLY AT :- JOBSTREET – V V TECHNOLOGY