Online Support Agent

Salary undisclosed

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Job Responsibility

To efficiently handle inbound and outbound customer call inquiries.
To provide fast and timely solutions to all customer related problems.
To ensure customer satisfaction by providing excellent Customer Services.
To be constantly guided by company's service standards.
Effectively manage large numbers of incoming calls
Handle complaint, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
Keep records of customer interactions, process customer accounts and file documents
Follow communication procedures, guidelines and policies
Serve as the first point of contact for customers seeking technical assistance over the phone or email.
Perform remote troubleshooting through diagnostic techniques and pertinent questions.
Determine the best solution based on the issue and details provided by customers.
Walk the customer through the problem-solving process.
Direct unresolved issues to the next level of support personnel.
Provide accurate information on EDC products or services.
Record events and problems and their resolution in logs.
Follow-up and update customer status and information

Job Requirements

Minimum education: SPM
Language required: English, Mandarin, Bahasa Malaysia.
Fresh graduates are encouraged to apply.
Preferable those can speak Mandarin speaker will be added advantage.
Previous working experience in customer service, or customer service related fields (i.e. Telemarketing, Billing, Customer Liaison etc) is an added advantage but not essential
Possess good telephone etiquette with a smiley voice.
Knowledge in handling basic computer (Microsoft Excel/Word etc).
Good communication and interpersonal skills.
Ability to multi-task, prioritise and manage time effectively
Social media savvy