Position Responsibilities
-Productivity – is a main qualifier to is a quality metric for assessing a team's performance, and by default how well a team is managing and enabling the team to deliver. Which contains the sub-qualifier as below:
- First Response Time (Email and Live Chat)
- Resolution Time (Email and Live Chat)
- CSAT (Customer Satisfaction Score)
-Acknowledging and resolving customer complaints in a timely manner.
-Knowing our products inside and out so that you can answer questions.
-Keeping records of customer interactions, transactions, comments, and complaints.
-Follow communication procedures, guidelines, and policies
-To communicate and coordinate with colleagues as necessary.
-To ensure customer satisfaction and provide professional customer support.
-Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
-Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
-Learn about the organization's products or services and keep up to date with changes
-Perform any other special project/ task as assigned by superior/ management
-Provide a solution and improvement plan to support the primary role.
(Apply now at https://my.hiredly.com/jobs/jobs-malaysia-zus-coffee-job-customer-happiness-specialist-7)
; Requirements:- Qualifications and Expereince
-Candidate must possess at least SPM/Diploma.
-At least 1-2 years of working experience in customer service is required for this position.
-Experiences in Customer Service or Call Center in a fast-paced environment
-Familiar with the FandB industry and having coffee knowledge is a plus point
-Willing to work on shifts, weekends and public holidays.
-Srong computer skills (e.g: Excel)
-Prior experience with Live Chat platform (e.g: Zendesk, Freshchats, Intercom, etc)
-Computer literate and versed in working with numbers.
-Critical thinking and problem-solving skills
-Proficiency in English and Bahasa
-Respond to all enquiries from all official channels (e.g. Live Chat, emails, calls) and register all enquiries.
-Detail-oriented, meticulous, able to work under pressure in a fast-paced environment
-A team player, able to blend in with any group and work successfully as part of a team.
-Demonstrates the appropriate level of skills to promote company products.
-Honest with the ability to work quickly and accurately.
-Independent individual with strong decision-making skills
a Necessity, not a Luxury
