Live Chat Agent (24/7 rotational shift) -23 September Intake

Full Time, onsite
Transcosmos Malaysia
Kuala Lumpur, Malaysia

Salary undisclosed

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Company Description

Transcosmos Malaysia offers integrated call center services such as Call Center, Social Media Management, Voice Of Customer Analysis, Digital Marketing, and eCommerce Solution. With over 45 years of experience in the Asian region markets like Japan, China, and South Korea, Transcosmos Malaysia provides a wealth of knowledge and expertise in customer service solutions.

Job Details

Location: Menara Public Bank 2, Raja Chulan

Employment Type: Permanent

Salary Range: RM 2400 + 500 KPI +Shift allowance

Joining date: 23rd Sept 2024

Role Description

As a Customer Service Agent, your role involves quickly responding to customer inquiries via live chat, and calls, ensuring accurate information delivery and assistance with orders and products. You'll handle complaints effectively, maintaining professionalism and escalating complex issues for resolution, while continuously seeking opportunities for process improvement and meeting performance targets to ensure customer satisfaction.

To respond promptly to customer inquiries via live chat and call, providing accurate information and assistance regarding food delivery services to vendors and riders.
To handle customer complaints, troubleshoot problems, and escalate complex issues to appropriate teams or supervisors for resolution.
To maintain a professional and courteous demeanor during interactions with customers, ensuring high-quality service and customer satisfaction.
To keep detailed records of customer interactions, transactions, inquiries, and complaints using designated software or CRM systems.
To follow established procedures and protocols for handling customer inquiries and escalations, adhering to company policies and standards.
To collaborate with cross-functional teams, including logistics, sales, and product departments, to resolve customer issues and improve service delivery.
To stay informed about E-commerce products, promotions, policies, and procedures to provide accurate and up-to-date information to customers.
To meet or exceed performance targets, including response time, resolution time, customer satisfaction ratings, and quality assurance metrics.
To maintain confidentiality of customer information and adhere to data protection regulations and privacy policies.
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance, and continual improvement of the company

Qualifications