Job Description

For registration please WhatsApp 014-630 8901 Position :

• Lazada Customer Service

Location :

• Subang Jaya

Working day :

• 5 Days a week

Salary :

• RM3000

Job Brief :
- The Operation teams cover the end-to-end operational process, from when the buyer searches for a product listed on the platform to when the buyer receives the product.
- This position will be part of Customer Service, which handles inquiries from Singapore sellers and buyers via various channels (voice, email, online chats, case management, etc).
- The role reports directly to the Team Leader of Customer Service. Job Responsibilities :
- Primarily act as the interface between buyer and seller via various contact channels, including voice, email, online chats, case management, etc.
- Setting realistic expectations, resolving fulfilment-related problems and providing support to the customer, ensuring a high level of satisfaction.
- Primarily handle inquiries via various channels & platforms about orders, payments, shipping, vouchers, etc. from both seller and buyer through native channels or Salesforce.
- Primarily handle escalations related to manager callbacks and service recovery cases via emails.
- This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond to users via call back, email and social media on a timely manner
- Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
- To meet Key Performance Indicators (KPI)
- To record case details in Customer Relationship Management (CRM)
- Communicate effectively by providing accurate information to the users, external partners and stake holders
- Provide an effective solution for customer disputes issue
- Assume additional responsibilities as assigned
- Communicate effectively with team members
- To take on ad-hoc projects/assignments
- Undertake any other duties as and when assigned by Management. Job Requirements :
- Candidate should possess minimum SPM / Diploma / Advanced Diploma, Bachelor Degree or equivalent in any field
- Preferably Executive specializing in Customer Service or equivalent
- Preferably at least 1 year of related working experience in a Contact Centre
- Experience in managing Live chats, emails, and inbound calls
- Both fresh graduates and experienced applicants are welcome (we can discuss the entry-level based on your previous experience)
- Strong communication skills in email, face-to-face conversation and messenger discussion
- Good communication skills in English and Malay, both spoken and written. Mandarin is an added advantage
- Business writing skill is mandatory
- Good typing skill
- Strong logical thinking and problem-solving skills at all times
- Able to work independently in a fast-paced environment
- Good team player, positive attitude and eager to learn
- Fast learner and able to adapt to changes
- Ability to multi-task, prioritize and manage time effectively
- Demonstrate teamwork all the time
- Willing to work on (24/7) shift, 5 days weekly Working Location :
- Subang Jaya Basic Salary :
- RM2400 - RM3500 5pm Allowance :
- Upto RM300 Attendance Allowance :
- RM200 Job Type:
- Full-time Job Type: Full-time Salary: Up to RM3,000.00 per month Benefits:

• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Rotational shift

Supplemental pay types:

• Attendance bonus
• Performance bonus
• Yearly bonus