Customer Service Executive (Online Shopping Platform)- 2nd December Intake

You may refer below for the position details: -

Project: Online Shopping Platform
Intake date: 2nd December
Shift : 24/7, rotational working days

As a Customer Service Agent, your role involves promptly responding to customer inquiries via live chat and email, ensuring accurate information delivery, and assisting 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, email, and calls providing accurate information and assistance regarding E-commerce products, orders, and services.
• 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.

Qualification that we are looking for :

• Possess at least a SPM, Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, PostGraduate Diploma, Professional Degree, Master's Degree, any field.
• Have at least 6 months experience in customer service, preferably in call centre industry.
• Have excellent verbal and written communication.
• Able to achieve typing speed of 35 wpm/ 95% accuracy or above.
• Comfortable working in rotational shift and working days.