Customer Relations Advisor

As a Customer Relations Advisor, your role is integral to delivering excellent customer experiences and ensuring their satisfaction. You will be responsible for assisting customers with inquiries, addressing concerns, and providing support across various communication channels. Your friendly demeanor, effective communication, and problem-solving skills will contribute to building strong customer relationships and upholding our company's reputation for quality service. Your roles and responsibilities include:

• Respond promptly and courteously to customer queries and requests via:

1. Walk-in

2. Hotline / Inbound calls

3. Emails

4. Digital communication channels

5. Marketplace including Lazada, Shopee, Zalora, Tik Tok, PG Mall and Khind Official Store.

• Efficiently handle both inbound and outstation service requests from various sources, including customers, dealers, and sales personnel.
• Update and maintain a reliable service database/system to keep track of customer information, service history, and other relevant details.
• Capture and settle every complaint (internal & external) received in the database/system for comprehensive record-keeping.
• Conduct on-time follow-ups to ensure timely updates on service status (work in progress, ready for collection, agree for disposal) and coordinate spare parts replacement when necessary.
• Conduct and administer CSI surveys for all customers to gather valuable insights and identify areas for improvement.
• Generate service invoices or any operation documentation for compliance purposes.
• Efficiently attend and capture sales orders for spare parts and products.
• Responsible for efficiently filing and organizing invoices by company procedures and standards.
• Offer product information, pricing details, and assistance with online purchases to potential and existing customers.
• Respond to social media messages, customers' feedback, and engage in online community management.
• Undertake any additional tasks or responsibilities as required to ensure efficient service delivery.
• Working in a rotating shift job, which may involve varying work hours, including weekends and holidays, to ensure continuous coverage and support for our customers.

Educational Requirements or Equivalent:

• Minimum educational qualification of SPM, Certificate or Diploma in Administration, Information System Management, or a related field.

Previous Experience Required:

• Experienced in a call center, frot desk, hospitality industry, customer service or related role is beneficial but not mandatory.

Skill and Competencies Required:

• Proficient in spoken and written Bahasa Malaysia and English.
• Excellent communication skills, both written and verbal, with the ability to convey information clearly and professionally.
• Empathetic and patient approach when dealing with customer inquiries and concerns.
• Basic familiarity with digital communication tools, customer service software, and Microsoft Office Suite.
• Good organizational skills and attention to detail in recording customer interactions and outcomes.
• Adaptability to different customer preferences, inquiries, and evolving company guidelines.
• Ability to work well within a team and collaborate across departments,
• Strong customer-focused mindset and commitment to delivering positive customer experiences.
• Overtime may be required as and when based on the business need from time to time.

Job Type: Full-time

Pay: Up to RM2,800.00 per month

Benefits:

• Health insurance
• Maternity leave
• Parental leave

Schedule:

• Monday to Friday

Supplemental Pay:

• Yearly bonus

Ability to commute/relocate:

• Johor Bahru: Reliably commute or planning to relocate before starting work (Preferred)

Application Question(s):

• NO 12 JALAN EKOPERNIAGAAN 1/24, TAMAN EKOPERNIAGAAN, 81100 JOHOR BAHRU JOHOR - Are you ok with the office location?

Location:

• Johor Bahru (Preferred)

Willingness to travel:

• 25% (Preferred)