Job Summary: As a Resolution Owner, you will manage customer communications and resolve complaints across various channels, including phone, email, walk-ins, social media, and more.
You will ensure that issues are resolved effectively, meeting both customer expectations and service standards.
This position offers an exciting opportunity to act as the voice of the brand, ensuring positive interactions with customers while supporting the company's goals through timely responses, effective problem-solving, and reporting.
Job Description: • Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs • Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company's online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
• Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
• Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
Job Requirement: • Diploma, Degree, or an equivalent professional qualification • A high degree of integrity and professionalism with leadership traits • Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• Ability to manage multiple customer communication channels and resolve issues promptly.
• Proficient in both spoken and written English and Vietnamese language.
Working hours (24/7 rotational shift).
Required to work on Public Holidays by rotation, entitled to one day off 'in lieu' on another working day.
Work Location: Damansara Uptown, 47400 Petaling Jaya, Selangor.
Attractive Package: Basic Salary up to RM 4500.
Housing Allowance RM 500.
15 days Annual Leave.
14 days Medical Leave.
Medical and hospitalization insurance coverage.