myDobi Careline Support [Customer Service]

The myDobi Careline Personnel will be responsible for attending to all customer complaints, concerns, and inquiries regarding the services provided at our myDobi outlets. They will serve as the primary point of contact for customers, ensuring that any issues are addressed professionally and efficiently. This role requires coordination with both technical staff and the HIRO apps team to resolve issues and provide a seamless customer experience. The personnel will also be responsible for monitoring the washing and drying machines remotely, verifying customer claims using CCTV, and managing refund requests. Key Responsibilities: 1. Customer Support: - Attend to customer complaints, inquiries, and service-related concerns promptly and professionally. - Provide timely solutions and escalate issues when necessary to the appropriate internal teams (technical staff, HIRO apps team). 2. Professional Communication: - Maintain professionalism and politeness when interacting with customers over the phone, email, or chat. - Ensure that all customer concerns are addressed with empathy, clarity, and respect. 3. Coordination with Internal Teams: - Coordinate with technical staff to resolve service-related issues at the outlets. - Work with the HIRO apps team to address any issues related to app functionality and technical support. 4. Refund Management: - Process and coordinate refund requests made by customers, ensuring that the appropriate procedures are followed for approval and disbursement. 5. Machine Monitoring: - Monitor the operation of washer and dryer machines remotely to ensure they are functioning correctly. - Use CCTV to verify customer claims regarding machine malfunctions or service issues. 6. Reporting: - Keep accurate records of customer complaints, actions taken, and any issues resolved for tracking and future reference. - Report recurring technical problems or customer service trends to management for review. 7. Problem Resolution: - Investigate and troubleshoot customer claims regarding equipment failure, service issues, or billing problems. - Provide solutions and ensure customer satisfaction with minimal disruption to services. 8. Adherence to Policies and Procedures: - Follow company policies and standard operating procedures when handling customer inquiries, complaints, and requests for refunds. - Ensure all communications and service actions meet company standards and customer satisfaction objectives. Requirement: Criteria and qualifications would include a combination of soft skills, technical skills, and relevant experience. Below are the main criteria and qualifications to consider when hiring for this role: 1. Educational Qualifications: - Minimum Requirement: - Diploma or Bachelor's degree (preferred) in relevant fields such as Business Administration, Communications, or Marketing. 2. Experience: - 2-5 years of experience in customer service, careline, or call center roles. - Experience with customer relationship management (CRM) systems or handling customer complaints is a bonus. 3. Skills and Competencies: - Communication Skills: - Excellent verbal and written communication skills in English and Bahasa Malaysia (knowledge of additional languages, such as Mandarin is an advantage). - Ability to speak clearly and professionally with customers. - Active Listening Skills: - Attentiveness and the ability to understand customer concerns and respond appropriately. Problem-Solving Abilities: - Ability to resolve customer complaints effectively and find satisfactory solutions. - Think critically and handle customer issues calmly under pressure. - Customer-Centric Attitude: - A genuine interest in helping people and ensuring customers have a positive experience. - Attention to Detail: - Be thorough in following up on customer inquiries, complaints, or requests to ensure resolution. 4. Personal Attributes: - Patience: - Ability to remain calm and professional even in challenging or frustrating situations. - Empathy: - Understanding and showing care for customers' concerns or issues. - Adaptability: - Able to adapt to various customer personalities, and flexible to changes in working hours or new processes. - Multitasking: - Able to manage multiple tasks at once, especially during peak times. 5. Job-Specific Requirements: - Time Management: Ability to work efficiently and meet deadlines, especially when handling multiple customer queries at the same time. - Conflict Resolution: - Capability to handle difficult customers with professionalism, patience, and tact. - Team Collaboration: - Willingness to work collaboratively with internal teams such as technical support, sales, and HR to provide a seamless customer experience. 6. Additional Considerations: - Knowledge of the Company’s Products or Services: - Having a good understanding of the company's services, policies, or products to better assist customers. - Shift Work or Flexibility: - Willingness to work in shifts, weekends, or public holidays depending on the company's operational hours. 7. Desired Certifications: - Certifications in Customer Service or Call Center Management (such as ICMI or HDI certification). 8. Physical or Health Requirements (if applicable): Ability to work in an office setting for extended periods, possibly in a call center environment.