Key Responsibilities:
- Efficient Client Support:
- Provide timely, accurate responses to client inquiries via hotline, email, and live chat.
- Maintain professionalism and empathy in every interaction, delivering world-class service.
- Complaint Management & Resolution:
- Investigate and resolve customer complaints by coordinating with internal teams.
- Proactively escalate critical issues and keep clients informed throughout the resolution process.
- Customer Feedback & Advocacy:
- Gather and analyze customer feedback to identify trends and pain points.
- Act as a vital link between clients and our business, suggesting improvements to senior management.
- Enhancing Customer Satisfaction & Loyalty:
- Develop and implement strategies to boost customer satisfaction through personalized engagement and educational resources.
- Cultivate strong relationships by anticipating client needs and offering tailored support.
Requirements:
- Experience: Minimum of 2 years in client servicing and account management, preferably in payment services or eCommerce marketplaces.
- Industry Knowledge: Strong understanding of payment processing, online marketplaces, and related regulatory environments.
- Results-Driven: Focus on achieving business targets and delivering measurable results through effective customer relationship management.
- Customer-Centric: Consistently strive to exceed expectations and drive customer loyalty.
- Communication Skills: Excellent verbal and written communication abilities in English; capacity to convey complex information clearly and concisely.
- Relationship Building: Proven ability to establish and nurture strong rapport with clients, building trust and fostering long-term partnerships.
- Adaptability: Demonstrated adaptability to changing circumstances and eagerness to learn new skills and technologies in a rapidly evolving industry.
- Problem-Solving: Responsible and proactive approach to problem-solving; resilience in challenging situations with a commitment to innovative solutions.
- Education: Tertiary education or higher in a relevant field (Business Administration, Finance, Marketing, etc.).
- Language Proficiency: Strictly looking for a Mandarin speaker with good English proficiency.
Benefits:
- Annual Leave: 12 days (<5 years); 16 days (>5 years)
- Medical Leave: 14 days (<2 years); 18 days (2-5 years); 22 days (>5 years)
- Hospitalization Leave: 60 days
- Maternity / Paternity Leave: 98 / 7 days per confinement
- Outpatient (Normal GP): Unlimited
- Outpatient (Specialist)
- Hospitalization & Surgical
- Group Term Life / PA Insurance
Job Location
Kuala Lumpur
Click to view the location on Google maps
