Job Description

Main Tasks:Providing assistance to customers, resolving issues effectively, processing orders accurately, maintaining detailed records, collaborating with internal teams, and continuously improving service delivery:

• Customer Interaction:

• Respond promptly to customer inquiries via live chat
• Handle and resolve customer complaints in a professional and empathetic manner.
• Provide accurate information about products, services, and policies.
• Order Processing:

• Assist customers with order placement, tracking, and cancellations.
• Process returns and exchanges according to company policies.
• Documentation:

• Maintain accurate and detailed records of customer interactions and transactions.
• Document and report recurring issues to the appropriate departments.
• Customer Education:

• Educate customers on product features, promotions, and usage.
• Provide guidance on self-service options and resources.
• Collecting Negative Feedback and escalate to TL
• Discuss and attend to customer inquiries through Shopee or other platforms
• Reach out and follow up with customer on the escalations from Social Media team
• Ticketing Platform

• Manages escalations on lost of package
• Follow up on the ticket status till it is complete with satisfactory
• Managing

• Bad rating on platforms
• Return Refund through System
• Return Refund escalations

• Previous experience in customer service or a related field is preferred
• Familiar with customer relationship management (CRM) systems is an advantage
• Excellent verbal and written communication skills, both in Chinese and English
• Ability to convey information clearly and concisely
• Strong problem-solving skills to address customer issues and find effective solutions
• Demonstrated empathy and understanding towards customer needs and concerns
• Collaborative mindset and ability to work well within a team environment
• Willingness to support team members and contribute to a positive work culture

MY FIMEDIA NETWORK TECHNOLOGY SDN. BHD.