1) Level 2 (L2 (Return & Refund)) team is responsible for handling Return & Refund related cases that flows into the Dispute Management System (DMS) workflow.
2) As a L2 (Return & Refund) agent, you will be required to fully comprehend the case history, understand the root cause of the complaint, and propose suitable solutions to resolve the issue. To manage this role well, you will be required to make concise decisions on judging cases based on substantiated evidence that was either readily available or by obtaining additional evidence from all relevant parties in accordance with the SOP guidelines.
3) All cases assigned to the L2 (Return & Refund) team is required to be resolved within the stipulated SLA and means to achieve the SLA target may require you to escalate discrepancies identified to the management team where necessary.
4) A L2 (Return & Refund) performance will be measure based on 3 current KPIs which are as follows:
i) Productivity
ii) Quality Assurance
iii) Customer Satisfaction Survey (CSAT)
5) In addition to handling high-risk cases, L2 (Return & Refund) agents may also be required to handle other ad-hoc tasks/cases assigned to you from time to time, depending on the Management/Operational needs.
6) To succeed in this role, L2 (Return & Refund) agents will also need to have excellent written and verbal communication skills, while maintaining a high professional/tolerance level, EQ and patience due to the nature of these high-risk/complaint cases.
7) Other necessary prerequisites for this role include the ability to multitask effectively and work flexibly in a rotating shift environment. You must also be able to work collaboratively in a team towards a common goal. Overtime (OT) primarily will be requested and mandatory, as and when the need arises, with the respective payout/OT claim.
SPM qualification, with minimum 1 to 2 years of relevant contact centre working experience in the customer care industry.
- Fresh degree & diploma holders keen in joining the customer service industry are encouraged to apply.
* Exceptional verbal and written communication skills in English, Bahasa Malaysia & Mandarin.
- Demonstrates a positive and service-oriented attitude. Able to multitask, display traits of resourcefulness, self-motivated and possesses good problem-solving skills.
Job Type: Full-time
Pay: RM2,
- 00 - RM3,200.00 per month
