Job Description

Consumer Care Officer

Position ID: req41478

Sector: BA APAC & MEA

Functional Area: Consumer-Care/Customer Care

Location: Shah Alam, Selangor, Malaysia

Number of Openings: 1

Reporting to: Contact Center Manager

Employment Type: Full time

Apply By: 21st November 2022

Reporting to: Contact Center Manager
Location: Shah Alam, Selangor, Malaysia

Your Role

Consumer Care Officer is responsible for attending to customer by providing product and service information; resolving product and service problems to ensure customer satisfaction and better customer experience. Being business-minded with generating revenue by offering extended warranty, consumable & accessories products to consumer.

A Typical Day

• Answer phones professionally and respond to consumers' enquiries (product, service & spare part information).
• Acquire detailed knowledge and understand the operation to resolve customer issue and promote good customer experience.
• Handle customer complaints, to provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
• Identify cross selling opportunities to promote extended warranty, consumable & accessories products.
• Close collaboration with internal team - Field Operation, Spare part, Sales & Marketing and Supply chain.
• Close cooperation with external - authorized service contractor, dealer and logistic company.
• Support any other ad hoc or administrative duties as assigned related to customer service from time to time.wh

• Diploma/Degree holders
• Has a pleasant disposition and clear intonation over the telephone
• Able to work in fast paced environment, independent, customer focused, result oriented & disciplined.
• Able to multi-task, prioritize, and manage time effectively
• Good command of spoken English and Mandarin

• You keep the consumer and customer front of mind, bringing an outside-in perspective to encouraging cross-collaboration, and encouraging open feedback.
• You build trust, good working relationships and communicate effectively with your colleagues and across functions. You can manage changing priorities with ease.
• Good team player. Demonstrate flexibility in providing coverage and/or availability.