CUSTOMER SERVICE OFFICER – KUALA LUMPUR
RESPONSIBILITIES
At the forefront of company operations, your role entails maintaining and enhancing a high standard of customer service by delivering timely support to customers through email, live chat, and phone.
• Investigating and resolving complex or long-standing customer problems.
• Processing refunds, promotions, and compensations for customers.
• Responding to customer inquiries with the goal of achieving first-contact resolution.
• Providing guidance to end customers on available options.
• Welcoming customers to the client’s platform and promoting the use of the client’s products and services.
• Assigning initiatives to customers based on established guidelines and frameworks.
• Promptly following up with customers to address and resolve issues.
• Updating and maintaining customer details within online platforms.
• Reporting customer feedback to relevant internal teams to enhance the overall customer experience.
• Identifying and highlighting technical issues, raising tickets through the company’s ticketing system.
• Communicating the status of the resolution process to customers as necessary.
SKILLS
• Exceptional proficiency in written English, demonstrating a native-like command of the language.
• Demonstrated eagerness and commitment to taking ownership of any challenges that arise.
• Proficient in using email and live chat platforms to facilitate effective communication.
• Strong communication skills enabling the provision of information, assistance, and advice to both customers and colleagues.
• Proactive in cross-selling and upselling clients’ products and services.
• In-depth understanding of industry best practices, with a commitment to achieving the highest quality standards.
• Strong problem-solving skills coupled with a proactive and self-starting approach to task completion.
• Exhibit confidence, patience, politeness, tact, and diplomacy, particularly in challenging situations.
• Motivational skills and the ability to lead and supervise a team of customer support agents.
• Detail-oriented with robust troubleshooting capabilities
• Holds a degree in any discipline, preferably service-related.
• Self-starter with a reliable and motivated work ethic.
• Openness to work weekend shifts and night shifts, with an allowance provided.
• Possesses personal transportation
REQUIREMENTS:
• Minimum of 2 years of relevant experience
• Ability to participate in role play scenarios and complete a test brief as part of the recruitment process to showcase approach and manner.
• Previous experience working in an office environment.
• Familiarity with online customer support ticketing systems.
• Proficiency in customer relationship platforms.
• Hands-on experience in outbound calls.
• Preference for candidates available to start immediately.
WORKING TIMES:
• Rotational Shift (Weekend & Night Shift)
COMPENSATION & BENEFITS:
• Basic salary (commensurate with experience).
• Bonus/Incentives.
• Transport allowance.
• Shift allowance.
• Health Insurance
• Fitness allowance
• Dental/Optical allowance.
APPLY AT :- TULUS LESTARI