Job Description

Job Details:

Location: Cyberjaya Contract Duration: 6 months Working Hours: Monday to Friday, 9AM - 6PM Salary: RM 2,800

Responsibilities:

Customer Enquiries

Handle a range of front-line customer enquiries within the agreed processes and ways of working. Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required. Deal with Customer calls and e-mails regarding promotions, third party offer, gift delivery, balance enquiry, premium membership. Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure customer outcomes.

Loyalty Management

Manage the Retail Loyalty Customer Experience. Handle transaction queries, self-serve queries and general loyalty related enquiries. Process Customer loyalty registration and personal data management, channel preference modification. Perform compliance checks on fraud and manual data quality control. Support the redeeming and transferring of Customer Loyalty points. Manage the lost/stolen/forgotten cards process. Resolve Loyalty complaints.

Process and Administrative Work

Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other. Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system. Collaborate with third party logistics companies. Liaise with internal interfaces within the agreed processes and ways of working.

Digital and Touchless Support

Support customers on digital channels and proactively encourage self support solutions, ensuring customers are aware of the information and tools on the website and mobile application. Support social media platforms responding to customers' queries taken through these channels with an appropriate tone and within the limited characters. Work with the new digital live chat channels for inbound customer queries both through the website and the mobile application. Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.

Skills & Requirements:

Graduate with Bachelor's degree or equivalent qualification in any discipline. At least 1 year of working experience in customer servicing, sales, and marketing. Experience working with corporate and enterprise accounts with sales cycles is an advantage. Experience in managing customer retention. Excellent communication and presentation abilities in English and Mandarin. Excellent written and verbal communication skills. Proficiency in MS Word, MS Excel, and PowerPoint.
Job Type: Contract
Contract length: 6 months

Pay: Up to RM2,800.00 per month

Education:

Bachelor's (Preferred)
Experience:

Customer service: 1 year (Preferred)
Language:

English (Preferred)
Work Location: In person