Call Centre Agent (Japanese Speaker)

Find Global Sdn. Bhd; Kuala Lumpur; On-site; MYR 32,000 - 46,000; Full time

Job summary

A customer service company in Kuala Lumpur is looking for dedicated customer service representatives to efficiently address inquiries through calls, live chat, and email. Responsibilities include managing complaints, maintaining professional interactions, and ensuring customer satisfaction. Ideal candidates should be collaborative, knowledgeable about E-commerce products, and attentive to detail in record-keeping. The company offers a supportive environment with opportunities for improvement and effective service delivery.

Responsibilities

• Respond to customer inquiries via calls, live chat, and email.
• Handle customer complaints and troubleshoot problems.
• Maintain a professional demeanor during customer interactions.
• Keep detailed records of customer interactions and transactions.
• Follow established procedures for handling inquiries and escalations.
• Collaborate with cross-functional teams to resolve issues.
• Stay informed about E-commerce products and promotions.
• Meet performance targets and quality assurance metrics.
• Maintain confidentiality of customer information.
• Perform other responsibilities as assigned.

Job description

• To respond promptly to customer inquiries via calls, live chat and email, providing accurate information and assistance regarding Skin Care products, orders, and services.
• 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.