Job Description

1 year contract About Setel: The Future of Mobility Introduced in July 2018, Setel is a mobile platform that aims to delight customers by innovating for better, inclusive mobility. Setel serves customers across Malaysia by powering one app as the constant companion to ease motorists\' journey across fueling, parking, EV charging, motor insurance, road tax, auto assistance, general purchases, and more across an ecosystem of PETRONAS petrol stations, retail partners, and online merchants. Role Purpose: Support customers with complaints and questions, give customers information about products and services and troubleshoot if any issues arise. Managing incoming live chats and customer service inquiries and identifying and assessing customer needs to achieve satisfaction. Able to work in monthly rotating shift between 7am - 11pm. As an FTA, you will be expected to work in shifted time, with rotation every month. There are several shifts : Morning : from 7am to 4pm Afternoon : from 2pm to 11pm (daylight saving season : from 3pm to 12am) You will rotate on these 3 shifts every month in general. In This Role You Will Be: Maintaining a positive, empathetic, and professional attitude toward customers at all times. Responding promptly to customer inquiries. Communicating with customers through various channels. Acknowledging and resolving customer complaints. Knowing our products inside and out so that you can answer questions. Keeping records of customer interactions, transactions, comments, and complaints. Communicating and coordinating with colleagues as necessary. Providing feedback on the efficiency of the customer service process. Ensure customer satisfaction and provide professional customer support. Contributes to team effort by accomplishing related results as needed. Recommends potential products or services to management by collecting customer information and analyzing customer needs. Assist with any related tasks, projects, and other assigned duties as and when deemed necessary. Ensure adherence to the compliance of company policies, industry regulations and legal requirements. You\'re A Great Fit If You Have: Diploma holder with at least 1 year of relevant customer service experience Work experience in related industry Having excellent writing and spoken skills in English and Bahasa Malaysia. Experience in the Zendesk system would be an added advantage Self-starter, with well-developed and proven judgment and problem-solving skills Ability to multitask Work well under minimal supervision and independently Being able to work on shifts and weekends as assigned Work well as a team to grow and provide constructive feedbacks for improvement Ability to handle sensitive information with confidentiality. Excellent communication and interpersonal skills. What Makes Working With Us Awesome Our people and culture- You will get to work with awesome and friendly colleagues with whom you can expect to collaborate well to deliver your work. Empowerment is given and you will get a lot of opportunities for peer learning. Availability of tools and applications: You will be provided with different tools to facilitate your work. Automate your work whenever possible so that you can focus on delivering impact for your role. Development-focused- Your learning and growth matter most to us. We are people-centric and always ready to help our people to define what they want to make an impact on and craft their learning plan accordingly. Cool Perks/Benefits Hybrid working arrangement; Flexible working hours Relax and unwind in the leisure area with video games, board games, books, and more. Wear your favourite jeans, or any cool OOTD so that you can work comfortably (in style). Coffee, tea, or snacks are available for consumption at the pantry. Because you\'ll be happier with a full tummy. A healthy body leads to a brilliant mind. Let\'s get moving with the inter-company sports team. There will be workshops, talent shows, sports activities, and other events for sharing and bonding. Personal Data Protection Setel Ventures Sdn Bhd (\'Setel\', \'we\', \'our\' \'us\') is committed to protecting and respecting your privacy. This Setel privacy statement (\'Privacy Statement\') explains what personal data we collect about you, when and why we collect it, how we use it, the conditions under which we may disclose it to others, your rights to your personal data, and how we keep it secure. This Privacy Statement covers both our online and offline collection activities, including personal data that we collect through online platforms such as websites, applications, third-party social networks or our online and physical events, or through other third parties that we work with. Please read this Privacy Statement carefully to understand our views and practices regarding your personal data.

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