Customer Service Agent (Logistic) - 22 April
Contract
Fresh/Entry Level
Kuala Lumpur, Federal Territory of...
1 month ago
Job Brief:The Operation teams cover the end-to-end operational process, from when the buyer searches for a product listed on the platform to when the.....
Job Brief:
The Operation teams cover the end-to-end operational process, from when the buyer searches for a product listed on the platform to when the buyer receives the product. This position will be part of Customer Service, which handles inquiries from Singapore sellers and buyers via various channels (voice, email, online chats, case management, etc). The role reports directly to the Team Leader of Customer Service.
Job Responsibilities:
- Primarily act as the interface between buyer and seller via various contact channels, email, online chats, case management, etc.
- Setting realistic expectations, resolving fulfilment-related problems and providing support to the customer, ensuring a high level of satisfaction.
- Primarily handle inquiries via various channels & platforms about orders, payments, shipping, vouchers, etc. from both seller and buyer through native channels or Salesforce.
- Primarily handle escalations related to 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 to users via email and social media on a timely manner
- Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
- To meet Key Performance Indicators (KPI)
- To record case details in Customer Relationship Management (CRM)
- Communicate effectively by providing accurate information to the users, external partners and stake holders
- Provide an effective solution for customer disputes issue
- 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
- Both fresh graduates and 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 and Malay, 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
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.|
