Associate, L1 Customer Experience

Responsibilities: -Addressing customers' complaints and enquiries via multiple platforms promptly and professionally -Navigate systems to look for data and provide the accurate information to customers -Perform escalations, follow-ups, investigations and resolve the cases logged by customers via multiple channels -Maintain accurate records of customer interactions and enquiries in the system -Collaborate with other team members or with another department in assisting with SOP creation for the customer service team, reviewing and updating product FAQ. -Work with cross-functional teams to identify and implement solutions to improve customer experience -Collaborate with internal and external stakeholders on ad-hoc activities to meet business needs. -Work on assigned projects as PIC and perform data reporting -Provide constructive collaboration with team members in achieving the departmental KPI Requirement: -Fresh graduates are welcome to apply -Candidate must possess at least a Diploma, Advanced / Higher / Graduate Diploma, Bachelor’s Degree, Post Graduate Diploma, or Professional Degree in any field -Excellent proficiency in written and spoken English and Bahasa Malaysia. Ability to speak in Mandarin will be an added advantage but not mandatory -Tech savvy and proficient with Microsoft Office (Excel, Word, PowerPoint) and other Google apps -Able to commit to shift rotation working schedule -Ability to work independently and adapt to a fast-changing environment