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Jobs in Malaysia   »   Jobs in Kuala Lumpur   »   Customer Service jobs   »   Customer Service Agent - Join date 5-Jul-2021

Customer Service Agent - Join date 5-Jul-2021

Kuala Lumpur, Federal Territory of Kuala Lumpur, MY
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Job Brief:

This position will be part of Customer Service which handle inquiries from both Singapore sellers and buyers via various channels. The role reports directly to Team Leader Customer Service.

Job Responsibilities:

  • Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfillment related problems and providing support to the customer ensuring a high level of satisfaction.
  • Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce
  • Primarily handle escalations related, manager callbacks and service recovery cases via emails
  • This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback, email and social media on timely manner
  • Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
  • Update case details appropriately. eg: Gdocx, Salesforce and etc
  • To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc
  • To record case details in Customer Relationship Management (CRM)
  • Communicate effectively by providing accurate information to the users and external partners such as Ninjavan.
  • Ensure resolution of fulfillment related problems and disputes
  • Provide an effective solution for customer disputes issue
  • Assisting in developing and improving existing dispute process
  • To communicate effectively and accurately when communicating with users & stakeholders
  • To assist Team Leader to monitor real time performance and initiate appropriate actions
  • Assume additional responsibilities as assigned
  • Communicate effectively with team members
  • To take on ad-hoc projects/assignments
  • Undertake any other duties as-and-when assigned by Management.

Job Requirements:

  • Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in any field
  • Preferably Executive specializing in Customer Service or equivalent
  • Preferably at least 1 year of related working experience in a Contact Centre
  • Experience in managing Live chats, emails, inbound calls
  • Both fresh graduates or experienced applicants are welcome (we can discuss the entry level based on your previous experience)
  • Strong communication skills in email, face-to-face conversation and messenger discussion
  • Good communication skills in English, Malay language for both spoken and written. Mandarin is an added advantage
  • Business writing skill is mandatory
  • Good typing skill
  • Strong logical thinking and problem-solving skills at all times
  • Able to work independently in a fast paced environment
  • Good team player, positive attitude and eager to learn
  • Fast learner and able to adapt to changes
  • Ability to multi-task, prioritize and manage time effectively
  • Demonstrate teamwork all the time
  • Willing to work on (24/7) shift, 5 days weekly, 8 hours daily
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Company Overview

We are an award winning Malaysian company in the areas of Customer Experience, Learning & Training, Human Resource Outsourcing ,Talent Management and Business Process Outsourcing (BPO). Providing cost effective contact centers, Business Process, IT and Managed services from Malaysia. Our on-shore and off-shore delivery capability span the region; we are able to craft end-to-end solutions for customer support, sales, telemarketing, collections, customer service as well as internal IT and Business services.|

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Company Summary
Brandt International
51-100 employees
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