BACKGROUND
Mission Consultancy Services Malaysia Sdn Bhd, a business IT Software Consultancy based in Kuala Lumpur, Malaysia, holds MSC Pioneer status. We serve clients in banking, financial institutions, and insurance companies. We are currently seeking an enthusiastic Customer Service (Voice & Non-Voice) English to join our team to manage customer service operations, including loyalty and rewards. The ideal candidate will have a strong understanding of customer service operations and work closely with the management team to achieve department goals.
JOB ROLE
- Manage inbound customer inquiries via calls, live chat, and email, addressing issues related to product information, order status, returns, and other related queries.
- Provide timely and accurate customer support while ensuring high levels of customer satisfaction and retention.
- Resolve customer complaints and escalate more complex issues to relevant departments when necessary.
- Process orders, exchanges, and returns in the system, while maintaining comprehensive records of customer interactions.
- Stay updated on product knowledge, promotions, and company policies to better assist customers and promote brand loyalty.
- Collaborate with cross-functional teams to address customer concerns and drive improvements in customer service delivery.
- Adhere to Service Level Agreements (SLAs) and meet performance metrics to ensure the department's goals are achieved.
- Uphold a positive and professional demeanor when representing the brand to customers.
QUALIFICATIONS & SKILLS
- Prior Experience: 1 3 years in customer service, preferably within the e-commerce sector.
- Language Proficiency: Must be fluent in both written and spoken English.
- Communication Skills: Excellent verbal and written communication abilities to effectively resolve customer queries.
- Customer-Oriented: A strong passion for delivering exceptional service with excellent interpersonal skills.
- Multi-tasking Ability: Capable of handling multiple inquiries in a fast-paced environment.
- Tech-Savvy: Proficiency with customer service software, live chat platforms, and email systems.
- Flexibility: Willingness to work on public holidays and weekends, especially during peak seasons to meet customer demand.
BENEFITS
- Health insurance
- Opportunities for professional development
- Collaborative work environment
