Vacancy:Customer Service
Location:Kuala Lumpur Sentral, Malaysia
Total Salary:RM3,800
Project:Taiwan market
Function:Live Operations
Language:Mandarin or Cantonese + English
Report To:Team Leader
Joining Date:3rd February, 2025
Headcount:25
Shift:24/7 Rotational shift
Education:SPM holder and above
Work Setup:Work from home policy - Employees may work from home after onboarding 3 to 6 months
Benefits:Double pay for public holidays
ROLE POSITIONING AND OBJECTIVES* To possess strong knowledge of the process and have the ability to influence the riders' perception of our brand.
* Must have good communication and analytical thinking skills to establish a positive image of our business to the riders, customers, and vendors.
* Assist riders daily and provide insights on improving the rider experience.
* Function as the first point of contact for riders with concerns regarding delivery and non-delivery related inquiries.
* Aim to be a one-stop contact center for riders to raise and address their concerns.
RESPONSIBILITIES* Handle inquiries from riders and order-related issues via live chats, calls, and email to ensure a seamless customer and rider experience.
* Develop excellent product knowledge to enhance riders' experience and support.
* Provide guidance to riders to address concerns raised regarding deliveries and other issues.
* Function as a one-stop assistance center by providing first contact resolution.
* Multitask across various channels effectively.
* Handle complaints, providing appropriate solutions and alternatives within the allocated time.
* Adhere to quality processes to ensure accurate and timely service to riders.
* Grow as part of Live Operations in line with client values and COE principles.
* Work on personal and team goals as part of a dynamic team in a fast-paced environment.
ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE* Candidates must have at least an SPM or Diploma certificate.
* Preferably with at least 1 - 2 years of working experience in the customer service field.
* Fresh graduates are welcome to apply.
* Typing speed of at least 40 wpm with 95% accuracy.
* Ability to maintain composure in a multitasking, high-energy environment.
* Must be able to work on rotational shifts, including night shifts (Public Holidays & Weekends).
* Preferably with strong computer navigation skills and familiarity with Google Suite.#J-18808-Ljbffr