Customer Chat support Executive

JOB DESCRIPTION:

Position : Customer chat support Mandarin speaker
Location : Kuala Lumpur Sentral (Onsite)
Salary : Decent hike upto MYR 4100 (Basic) + RM 500 (Complexity allowance ) + KPI + Shift allowance
Working shift : 24*7 shift
Job type : Permanent

DUTIES AND RESPONSIBILITIES:

Understand customer's enquiry and respond via applicable channels: email, chat, and call backs.
Understand customer enquiries and ensure they are answered or routed through the appropriate support channel
Manage customer escalations and ensure that these are answered, tracked, and escalated as required
Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes
Ensure all SLAs are met accordingly
Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied
Provide a high level of professionalism and competent customer service
Able to communicate effectively with customers in a friendly and polite manner following the processes.