Job Summary:
The Customer Support Specialist is responsible for managing all inbound and outbound customer interactions across multiple channels, including phone, chat, email, and social media. This role ensures consistent, high-quality service, efficient management of high interaction volumes, and adherence to response and resolution times. The specialist will also support campaign management activities, including product promotions, service updates, and customer satisfaction surveys. Availability for customer support from 8 AM to 8 PM, Monday to Sunday, including Malaysia public holidays, is required.
Job Description:
Handle all inbound and outbound customer interactions across multiple channels, including phone, chat (WhatsApp, Line, etc.), email, and social media. Ensure seamless and efficient communication with customers across all platforms. Maintain consistency and high-quality service across all communication platforms. Ensure that every customer interaction meets our quality standard. Efficiently manage high volumes of customer interactions while maintaining quality and response times. Maintain a maximum response time of 30 seconds for phone calls and 2 minutes for chat and email. Resolve 90% of customer inquiries, problems, or complaints within the first contact. Implement a clear escalation process for complex issues, ensuring resolution within 24 hours. Conduct follow-up calls or messages to ensure customer satisfaction post-resolution. Assist with outbound calls for product promotions, service updates, and customer satisfaction surveys. Identify and segment the target audience for each campaign. Integrate campaign support with our Customer Satisfaction (CSAT) and Net Promoter Score (NPS) strategy. Job Requirement:
Possess a Diploma / Advanced Diploma, Bachelor's Degree, or equivalent in any field. Preferably at least 1 year of related working experience in a contact center. Experience in managing live chats, emails, and inbound calls. Fresh graduates and experienced applicants are welcome (entry-level will be discussed based on your previous experience). Strong communication skills in email, face-to-face conversations, and messenger discussions. Proficiency in English and Malay, both spoken and written; Mandarin is an added advantage. Business writing skills are mandatory. Good typing skills. Strong logical thinking and problem-solving abilities. Ability to work independently in a fast-paced environment. Effective multitasking, prioritization, and time management skills. Demonstrate teamwork consistently. Positive attitude and eagerness to learn. Fast learner with the ability to adapt to changes. Good team player. Willingness to work on a 24/7 shift basis, 5 days a week.
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