Job Description Executive –Ecommerce Customer Experience (English and Korean Language Support) The Position: The key objective of the role is to handle all the post-sales queries of customers from Korea regarding their online web order issues and escalations.
The post sales executive will also provide support on new projects and initiatives designed to improve Customer Satisfaction and the overall post sales targets.
The Responsibilities of the Role: Manage all general enquires via calls, Chat & Email related to PC, Laptops and accessories.
Manage complaints and feedback from customers.
Own and resolve day-to-day sales issues as highlighted by customers.
Act as a first point of contact for post sales customers, ensuring communications are actioned in a timely and effective manner.
Provide regular and accurate post sales related information to customers.
Maintain governance and audit processes targeted for Post Sales.
Manage cancellation request, return/refund request, lead time inquires and assisting customer with other inquiries relating to post sales.
Ensure accuracy of all data included in the CRM.
Ensure all customer complaints are managed in accordance to set SOP.
Proactively identify and act upon opportunities related to customer experience and satisfaction of Post sales customers.
Any other task(s) as assigned by management.
The Requirements for the Role: Degree holder, preferably in IT related disciplines Proficient in spoken and written English and Korean.
Minimum 2 years related post sales experience.
Sales/service experience in retail, sales, service or other "helping" business (preferred).
PC industry knowledge is an advantage.
Experience supporting customers in a customer facing environment.
Demonstrate ability to take ownership of customer issues and follow-up with customers to ensure a successful resolution and delightful experience.
Attention to detail with customer and case documentation.
Possess initiative, able to work independently and as a team.
Dynamic, highly motivated and a result-oriented team player with good interpersonal skills Contact Centre Operating Days/Hours: Monday-Friday/9am-6pm (local time) Malaysian citizens proficient in spoken and written English and Korean are welcome to apply.
The Package: Attractive Salary (RM 8000- 9000).
Housing allowance RM 500 (Korean nationals) Work Permit organized and paid by company.
Flight ticket (where applicable) (Korean Nationals).
Performance related allowance on a quarterly basis for confirmed staff.
15 days Annual Leave.
14 days Medical Leave.
Medical and hospitalization insurance coverage.
Interested candidates are invited to apply via