Customer Service Executive (Chat and Call)

Project: Online Shopping Platform (Call and Chat)

Shift time: 24/7 Rotational Shift, Monday to Sunday (5 Days Working 2 Days Off)

Location: Sunway Visio Tower

Salary: RM 2400- RM 2900

Whom are we looking for ?

• Excellent command of English and Bahasa Malaysia in both verbal and written communication.
• Technical skills and computer knowledge with hands-on mentality.
• Excellent soft skills, verbal and written communication skills .
• Excellent listening skills.
• Ability to de-escalate calls in an effective manner.
• Ability to assess the customer and adjust communication style accordingly.
• Excellent interpersonal skill with ability to positively influence others.
• Strong problem solving skill/ ability to empathize with customers.
• Ability to effective multi task during and after calls and follow through in a timely manner.
• Strong attention to detail.
• Ability to work in a high stress environment, managing stress in a professional manner and without disruption to the operation, employee or customers.
• Ability to adapt to change of environment.

What will be your job responsibilities?

As a Call Centre Agent (Ecommerce), your role involves promptly responding to customer inquiries via omnichannel, 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 omnichannel, providing accurate information and assistance regarding Airlines- related inquiries.

• To handle customer complaints, troubleshoot problems, and escalate complex issues to appropriate teams or supervisors for resolution.
• To maintain a professional and courteous demeanour 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 company.

Job Type: Full-time

Pay: RM2,400.00 - RM2,900.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Parental leave
• Professional development

Schedule:

• Rotational shift

Supplemental Pay:

• Attendance bonus
• Performance bonus

Application Question(s):

• Are you able to relocate//travel to this area? Working location - Sunway Visio Tower.
• Have you worked with Transcosmos Malaysia before? If yes, please provide details such as your job title, department, and the period of employment.
• This position requires an immediate start. Are you available to join immediately?

Education:

• STM/STPM (Required)

Language:

• Bahasa (Required)
• English (Required)

Work Location: In person