Main Tasks:
Providing assistance to customers, resolving issues effectively, processing orders accurately, maintaining detailed records, collaborating with internal teams, and continuously improving service delivery
Job Description:
- Customer Interaction:
- Respond promptly to customer inquiries via live chat
- Handle and resolve customer complaints in a professional and empathetic manner.
- Provide accurate information about products, services, and policies.
- Order Processing:
- Assist customers with order placement, tracking, and cancellations.
- Process returns and exchanges according to company policies.
- Documentation:
- Maintain accurate and detailed records of customer interactions and transactions.
- Document and report recurring issues to the appropriate departments.
- Customer Education:
- Educate customers on product features, promotions, and usage.
- Provide guidance on self-service options and resources.
- Collecting Negative Feedback and escalate to TL
- Discuss and attend to customer inquiries through Shopee or other platforms
- Reach out and follow up with customer on the escalations from Social Media team
- Ticketing Platform
- Manages escalations on lost of package
- Follow up on the ticket status till it is complete with satisfactory
- Managing
- Bad rating on platforms
- Return Refund through System
- Return Refund escalations
Requirement
- Previous experience in customer service or a related field is preferred
- Familiar with customer relationship management (CRM) systems is an advantage
- Excellent verbal and written communication skills, both in Chinese and English
- Ability to convey information clearly and concisely
- Strong problem-solving skills to address customer issues and find effective solutions
- Demonstrated empathy and understanding towards customer needs and concerns
- Collaborative mindset and ability to work well within a team environment
- Willingness to support team members and contribute to a positive work culture
Perks & Benefits
- Allowance (travel stipends, transportation, etc.)
- Nearby public transport
- Central location
- Casual dress code
- Open culture
- Personal development opportunities
Job Location
2, Lrg Binjai, Kuala Lumpur City Centre
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