Customer Relations Officer (Mandarin Speaker)

Role Description

The Customer Relations Officer will be responsible for managing and improving customer relationships to enhance customer satisfaction and loyalty. This role requires excellent communication skills, a proactive approach to problem-solving, and a strong commitment to delivering exceptional customer service.

Responsibilities

• Primary Contact: Serve as the main point of contact for customer inquiries and issues.
• Quick Response: Respond promptly to customer inquiries via phone, email, chat, and social media.
• Resolve Complaints: Investigate and resolve customer complaints efficiently.
• Internal Collaboration: Work with internal departments to solve customer problems quickly.
• Documentation: Record and track customer complaints and resolutions.
• Build Relationships: Establish and maintain strong customer relationships.
• Follow-Up: Conduct follow-up communications to ensure customer satisfaction.
• Improve Processes: Identify and suggest improvements to customer service processes.
• Reporting: Prepare and analyze reports on customer interactions and feedback.
• Support Sales & Marketing: Assist sales and marketing teams by providing customer insights and participating in engagement activities.
• Training: Participate in training programs to stay updated with product knowledge and customer service techniques.
• Feedback Gathering: Collect and analyze customer feedback to enhance service quality.
• Service Standards: Ensure compliance with company policies and customer service standards.
• Customer Education: Educate customers about products and services to enhance their experience.
• Trend Analysis: Identify and analyze trends in customer issues to prevent recurring problems.

Skills

• Diploma/Degree in any related fields
• Proven experience (minimum 3 years) in customer service or similar roles
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).
• Familiarity with customer relationship management (CRM) software.
• Ability to work independently and as part of a team.

Personal Attributes:

• Customer-centric mindset with a positive and professional attitude.
• Strong organizational and multitasking abilities.
• Patience and empathy when dealing with customer concerns.
• High level of integrity and commitment to customer satisfaction.

Job Type: Full-time

Pay: RM4,000.00 - RM5,500.00 per month

Benefits:

• Additional leave
• Cell phone reimbursement
• Dental insurance
• Health insurance
• Meal allowance
• Opportunities for promotion
• Parental leave
• Professional development
• Vision insurance

Schedule:

• Monday to Friday

Supplemental Pay:

• Attendance bonus

Experience:

• Customer service: 3 years (Preferred)

Language:

• Mandarin (Preferred)

Expected Start Date: 02/01/2025