Roles & Responsibilities:As a Customer Service Executive, you will play a vital role in ensuring exceptional customer experiences and satisfaction. Your primary responsibility will be to handle customer inquiries, concerns, and requests through various communication channels, delivering prompt and effective solutions. By providing accurate information, addressing customer issues, and fostering positive interactions, you will contribute to building strong customer relationships and enhancing the reputation of our company.
- Respond promptly and courteously to customer queries and requests via email, inbound calls, digital communication channels and marketplace including Lazada, Shopee, Zalora, Tik Tok and PG Mall.
Maintain a strong knowledge of our products, services, and digital platforms to provide accurate and helpful information to customers.- Offer product information, pricing details, and assistance with online purchases to potential and existing customers.
Monitor and manage social media comments and messages, responding to customer feedback and engaging in online community management.
- Collaborate with other teams, such as sales and technical support, to escalate and follow up on customer issues when necessary.
Proactively handle necessary follow-ups, such as pending payments and pending cases, while meticulously tracking and monitoring their progress.- Gain a deep understanding of our E-commerce site's operations, including order processing, invoicing, shipping, and after-sales procedures.
Collaborate closely with the Commercial team to craft compelling product descriptions based on customer insights.
- Ensure a positive customer experience by actively engaging with customers, building rapport, and showing genuine interest in their needs.
Identify opportunities for process improvement and provide feedback to enhance the overall customer experience.- Uphold company policies and procedures while adhering to quality standards in customer interactions.
Document customer interactions, inquiries, and resolutions accurately in the customer service database.
To Be a Successful Candidate:
Bachelor's Degree in any related field with a minimum of 1 year of experience in customer service, preferably in the home appliances industry; or
Diploma in any related field with a minimum of 2 years of experience in customer service, preferably in the home appliances industry with a proven record leading a team.
Preferably Executives specializing in Customer Relations or equivalent.
Fluent in Bahasa Malaysia and English, and able to communicate in basic Mandarin or Tamil would be an added advantage.
Excellent communication skills, both written and verbal, with a friendly and professional demeanor.
Empathetic approach to understanding customer needs and resolving their issues with patience and positivity.
Strong problem-solving skills, with the ability to think on your feet and adapt to varying customer situations.
Highly motivated, energetic, confident, mature and have a continuous improvement mindset.
Ability to work effectively in a fast-paced and dynamic environment.
Attention to detail and accuracy in documenting customer interactions and information.
Leadership abilities demonstrated through mentoring and guiding less experienced team members.
Flexibility to work in rotating shifts, including weekends and holidays if required, to ensure comprehensive customer support coverage.
Strong commitment to delivering outstanding customer experiences and maintaining customer satisfaction.
Familiarity with CRM systems and customer service software is a plus.
Job Type: Full-time
Pay: Up to RM3,
- 00 per month
Benefits: - Health insurance
Schedule:
Supplemental Pay:
Language:
* Bahasa (Required)
