Customer Service Associate

Position Summary:

We are seeking an Customer Service Associate to join our dynamic team. The ideal candidate will support Operations Support Analysts, back office personnel, support staff, and IT teams, ensuring smooth operations and achieving the highest customer satisfaction. This role requires excellent communication, problem-solving, and teamwork skills, with the ability to work independently and take ownership of tasks.

Key Responsibilities:

• Provide immediate support and troubleshooting for customer issues across various communication channels, including phone, email, WhatsApp, SMS, and Telegram.
• Maintain a positive, empathetic, and professional attitude toward customers at all times.
• Answer incoming calls and support clients with their inquiries.
• Document processes and interactions with customers accurately.
• Collaborate with other departments to ensure customer issues are resolved.
• Use sufficient product knowledge to acknowledge and address customer concerns.
• Direct customer inquiries to relevant departments for further assistance.

Essential Skills:

• Strong verbal proficiency in English; additional language skills Bahasa Malaysia, Chinese are a plus.
• Sound communication skills with the ability to listen actively and respond effectively.
• Problem-solving skills with a customer-focused and quality-driven mindset.
• Positive attitude, accountability, and adaptability to work in a fast-paced environment.
• Reliability, flexibility, and attention to detail.
• Empathy, conflict resolution, and the ability to use positive language.

Competencies:

• Customer focus and quality assurance.
• Strong accountability, problem-solving, and a positive approach to challenges.
• Effective communication and critical thinking skills.
• Patience and self-control in stressful situations.
• Ability to demonstrate empathy and provide a supportive experience for customers.

Tools and Technology:

• Proficiency in help desk software, phones, chatbots, and video communication tools.
• Familiarity with shared project management and internal communication tools.
• Experience with customer service reporting and assessment tools.
• Access to a self-service knowledge base for FAQs and onboarding.

Perks & Benefits

• Allowance (travel stipends, transportation, etc.)
• Casual dress code
• Free snacks / Happy hours
• Regular team activities
• Company trips
• Medical insurance
• Personal leave
• Open culture
• Personal development opportunities
• Dental insurance
• Vision insurance
• Paid training and development