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Customer Service - Operations, MY Marketplace

  • Full Time, onsite
  • Shopee Mobile Malaysia Sdn Bhd
  • Kuala Lumpur Customer Service - Call Centre (Call Centre & Customer Service) Full time Add expected salary to your profile for insights, Malaysia
Salary undisclosed

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Job Description:

  • Handling complicated customer cases, manager call-back or crisis cases reported to high level
  • Review and collect all necessary information, analyze and contact relevant departments to handle cases appropriately, and try to resolve it from end to end
  • Handling cases of customers and CS / between other departments
  • Provide effective solutions to avoid crisis and suggest improvements on processes
  • Synthesize and build framework of crisis to ensure frontline staff are able to handle crisis well
  • Maintain a balance between company policy and customer benefit in decision making

Requirement:

  • Strong fluency in Mandarin (both verbal & written)
  • Good problem-solving & possesses business acumen to detect problems that may lead to crisis
  • Willing to handle complicated cases and displays positivity in handling crisis
  • Customer oriented and is responsible in following up cases end to the end
  • Enthusiastic & ready to work on duty (outside of working hour) because crisis can occur at any time and need to be handled immediately