Job Description

For Registration Please WhatsApp 014-630 8901 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 : Bangsar South
Basic Salary : RM2400 - RM3500 5pm Allowance : Upto RM300 Attendance Allowance : RM200 Job Type: Full-time Salary: RM2,500.00 - RM3,500.00 per month Benefits:

• Professional development

Schedule:

• Rotational shift

Supplemental pay types:

• Performance bonus

Education:

• STM/STPM (Preferred)

Language:

• Bahasa Melayu (Preferred)
• English (Preferred)