Responds to live chats and social apps professionally and answers customers' enquiries.
Ensures proper follow-up on customers' requests via calls, live chats, or social apps when required.
Acquires detailed knowledge, understands the operation, and collaborates with required parties and departments to resolve customer issues and promote a good customer experience.
Handles customer complaints, providing appropriate solutions and alternatives within the time limit.
Provides customized and personalized service to each customer.
Listens to customer feedback, provides analysis on the root cause, and channels the feedback to the related department.
Contributes to premium services by reporting on daily incidents, customer behaviors, and trends.
Acquires a thorough understanding of key customer needs and requirements.
Develops trust relationships with a portfolio of major clients to ensure they do not turn to competition.
Performs customer retention and service recovery whenever required.
Job Requirements:
Minimum of 3 years' experience in any customer service industry, preferably in a virtual environment, or 2 years' experience in premium/VIP customer servicing.
Able to work in a fast-paced environment, independent, customer-focused, result-oriented, and disciplined.
Ability to multi-task, prioritize, and manage time effectively.
Creative thinking and problem-solving skills.
Agree to sign a confidentiality agreement to protect customer and company benefits.
Equipped with a stable internet connection with a minimum speed of 10mbps, as this is a work-from-home position.
Ability to read and write in English, Bahasa Melayu, and Mandarin.
Able to work on 24/7 rotating shifts, including weekends and public holidays. 5 days, 9 hours per week schedule. Shift rotation every month:
6am - 3pm
12pm - 9pm
3pm - 12am
6pm - 3am
9pm - 6am
What you will gain:
A platform to grow and learn, to demonstrate your skills and talent.
Be a part of a people-focused company.
Chance to participate in multiple learning and development programs.
Career path to grow each employee to a future leader.
Remuneration package:
Basic salary
KPI incentive
Performance bonus
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Which of the following types of qualifications do you have?
How many years' experience do you have as a customer services representative?
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What can I earn as a Customer Service Representative?#J-18808-Ljbffr