Customer Care Representative - MY

Job Description

We are looking for an enthusiastic Customer Services Representative to join our friendly team at Malaysian Ria Headquarters in Kuala Lumpur. In this role, you will provide information to our customers about their transactions and resolve general queries they may have.

Responsibilities

Your main responsibilities will include but will not be limited to:

• Attracts and retains potential customers by answering product and service
  
  

questions via Phones, chats, system email and internal system (FxClient).

• Respond to all emails via Zendesk in a timely manner.
• Manage Customer Service queries received on Ria Chat and selected Social Media
  
  

sites

• Understands the importance of Privacy and follows the legislation and procedures
  
  

accordingly

• Maintains customer records by updating customer information.
• Resolves product or service problems by clarifying the customer's complaint;
  
  

determining the cause; selecting and explaining the best solution to solve the

problem; expediting correction or adjustment; following up to ensure resolution and

escalate the issue if necessary.

• Recommends changes that may be needed to management by collecting customer
  
  

information and analyzing customer needs.

• Contributes to the CS team by assisting in accomplishing department goals.
• Keeping up to date with all new changes and information which may be relevant to
  
  

your position, you need to be knowledgeable.

• Follows all internal procedures and policies
• Manage excellent relationships with all Ria's Stakeholders, from customers to
  
  

correspondents.

• Completes assigned tasks and shift responsibilities daily
• Develops and Maintains relationships throughout the organization between agents,
  
  

correspondents, and staff

• Maintains customer satisfaction at high levels.
• Ensure the quality of call standards are met for the department
  
  

Qualifications

• Minimum studies required: SPM/ STPM / Diploma or Bachelor degree
• Good knowledge of MS Office and Internet Explorer.
• At least 3 year´s work experience in customer service or call center positions.
• Strong customer service orientation.
• Excellent communications skills (both oral and written).
• Team worker.
• Attention to detail.
• Flexibility regarding work schedule. (Rotational shift Monday-Friday)
• Fluent in English and Malay.