Job Description

Roles & Responsibilities

- Manage customer enquiries escalated in Customer Service Email, WhatsApp and Marketplaces (TikTok, Shopee)

- Identify root cause of escalated issues and provide appropriate resolutions in order to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.

- Promptly escalate critical/ high-risk cases to the appropriate authority.

- Coordinate with other teams/ departments to resolve customer issues, follow-up and make sure close-loop to all escalations.

- Look for opportunities to identify ongoing issues and eliminate repeat complaints, reduce escalation rate in order to enhance operating process and improve overall customer experience.

- Respond to internal and external customer escalations quickly, proficiently and professionally while meeting specific quality expectations.

- Adhere to established procedures and guidelines while providing quality customer service in order to meet and exceed department standards.

- Support ad-hoc projects and initiatives per business needs.

Job Requirements

- Requires a minimum of 1 year experience in a customer service environment.

- Fresh graduate is acceptable only with quick learning capability and high potential.

- Demonstrates effective, clear and professional written and oral communication.

- Eager to learn, initiative taker and problem-solver.

- Proactive and continuous improvement attitude.

- High problem solving and priority skills.

- Thrives in fast and dynamic environments.

- Ability to work in a fast-paced environment.

- Have a good temper to handle disputes and emergencies.

- Excellent skills for communicating and relating with both team members and customers.

- Experience in eCommerce or marketplace platforms is a plus.

- Works comfortably with Microsoft Word and Excel.

- Good written and verbal communication skills in English & Bahasa.

Job Type: Full-time

Pay: RM2,500.00 - RM3,200.00 per month

Application Question(s):

Kindly attach your resume and provide an email address we can reach you at
Work Location: In person