Customer Service Executive

KEY DUTIES / RESPONSIBILITIES:

• Respond to customer queries in a timely and accurate way, via email or chat.
• Effectively communicate and answer inquiries from web stores & and e-marketplace platforms
• Resolve customer complaints via phone, email, or social media
• Compile reports on overall customer satisfaction
• Manage large amounts of incoming inquiries from customers.
• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; and following up to ensure resolution.
• Identify and assess customers' needs to achieve satisfaction. Recommend potential products or services to management by collecting customer information and analyzing customer needs.
• Attempt to persuade customers to reconsider cancellation.
• Responsible for placement of orders, refunds, exchanges, and product recalls.
• Inform customers of our latest deals and promotions.
• Answer questions about warranties or terms of sale.
• Create and maintain customer accounts by recording account information.
• Keep records of customer interactions, process customer accounts, and file documents.
• Prepare product or service reports by collecting and analyzing customer information.
• Working closely with the E-Commerce team and Marketing division on all E-Commerce Campaigns.
• Perform ad-hoc tasks as per request by Management.

JOB REQUIREMENTS:

• Candidate must possess at least a Diploma in the related field.
• At least 1 - 2 years of related working experience is required for this position. Fresh graduates are welcome to apply.
• Pleasant personality and good command of spoken and written English and Bahasa Malaysia.
• The ability to communicate in Mandarin would be an added advantage.
• Excellent communication and presentation skills.
• Customer-oriented and problem-solving.
• Ability to multi-task, prioritize, and manage time effectively.
• Ability to prepare and communicate data effectively.
• Self-starter and ability to work independently without a high amount of direction.
• Familiar with CRM systems and practices.
• Strong phone contact handling skills and active listening
• Proven customer support experience
• Full-Time position is available.

Active Listening, Customer Support, Communication, Problem Solving, Crm Systems