Customer Success Specialist (Indonesian Speaker) - Open to Malaysian Only

Job Details:

• Work location: Cyberjaya
• Working hour: Monday - Friday, 9am - 6pm
• Contract duration: 12 months
• Offered salary: RM 2,700 + RM 400 Indonesian language allowance
• Open only to Malaysian candidates

Principal Accountabilities:

1. Customer Enquiries

• Handle a range of front line customer enquiries within the agreed processes and ways of working.
• Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required.
• Offers and Promotions: Deal with customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, premium membership.
• Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure customer outcomes.

2. Loyalty Management

• Manage the Retail Loyalty Customer Experience.
• Handle transaction queries, self-serve queries and general loyalty related enquiries.
• Process customer loyalty registration and personal data management, channel preference modification.
• Perform compliance checks on fraud and manual data quality control.
• Support the redeeming and transferring of customer loyalty points.
• Manage the lost/stolen/forgotten cards process.
• Resolve Loyalty complaints.

3. Process and Administrative Work

• Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.
• Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system.
• Collaborate with third party logistics companies.
• Liaise with internal interfaces within the agreed processes and ways of working.

4. Digital and Touchless Support

• Support customers on digital channels and proactively encourage self-support solutions, ensuring customers are aware of the information and tools on the website and mobile application.
• Support social media platforms responding to customers’ queries taken through these channels with an appropriate tone and within the limited characters.
• Work with the new digital live chat channels for inbound customer queries both through the website and the mobile application.
• Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.

Job Knowledge, Skills & Experience:

• Language Proficiency: Bahasa Indonesia.
• Bachelor degree preferred (Business related major) or equivalent experience.
• Previous experience in customer service or operations.
• Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook.
• Possess a strong customer service ethic and ability to understand, meet and champion the customer’s needs, while staying within the policies and procedures.
• Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
• Able to demonstrate resilience and patience, especially when interacting with challenging customers.
• Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly.
• Able to demonstrate a continuous improvement mind-set.

Job Type: Contract
Contract length: 12 months

Pay: Up to RM2,700.00 per month

Education:

• Bachelor's (Preferred)

Experience:

• Customer service: 1 year (Preferred)

Language:

• Indonesian (Preferred)