Support Specialist

Company Description

GrowthFn is a boutique Staffing Firm based in Kuala Lumpur. With over 10 years of experience, we specialize in helping organizations find their Right-Fit employees across a wide range of industries including IT, Manufacturing, Telecom, Entertainment, Retail, Infrastructure, and Renewable Power.

Role Description

This is a full-time on-site role for a Chat Support position located in Kuala Lumpur. As a Chat Support, you will be responsible for providing technical and customer support through chat channels. Your day-to-day tasks will include troubleshooting customer issues, providing solutions, and ensuring excellent communication and customer satisfaction.

*Vacancy: - Chat Support

Location: Kuala Lumpur, Malaysia

Salary: RM4100 + Complexity Allowance: RM500 + KPI Allowance + Shift Allowance

Working Hour: 24*7 Rotational

Education/Requirement: Degree with experience or Diploma holder with 1 yrs exp or SPM with 3 yrs exp

Joining Date : 1st July

*Headcount: 65

*Job Summary:*

Understand customer enquiries and respond via applicable channels: email, and chat (10% PHONE CALLS)

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 client's 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