Customer Care Assistant

Machines Sdn Bhd; Shah Alam; On-site; MYR 28,000 - 39,000; Full time

Job summary

Machines Sdn Bhd in Shah Alam is seeking a Customer Care Consultant to deliver personalized service and resolve customer enquiries on Apple products. You will handle inquiries via calls, chats, and social media while aiming to meet KPIs such as average handling time and customer satisfaction.

Fresh graduates and SPM leavers are encouraged to apply, with training provided to develop communication and product knowledge.

Qualifications

• Fresh graduates and SPM leavers are encouraged to apply.
• Excellent hands-on skills with eye for detail.
• Ability to work independently.
• Positive attitude and responsible character.
• Pleasant personality with focus on excellence in customer service.
• Prior working experience will be an added advantage.
• Self-starter with good communication and interpersonal skill.
• Possess self-confidence and be able to actively interact with all relevant parties.

Responsibilities

• Ensure high standard of service delivery on personalized phone services to customers.
• Identify and handle customer enquiries completely and accurately.
• Resolve customer complaints to customer satisfaction.
• Use customer service and sales skills to maximize opportunity of each contact.
• Educate customers about Apple products and services.
• Escalate issues for complete resolution when needed.
• Meet KPIs such as average handling time, chat response rate, and CSAT.
• Handle inquiries via Facebook Posts, Emails, WhatsApp, FB, Web Live Chat, IG DM, Twitter, and calls.
• Use approved tools and guidelines to assist customers while maintaining confidentiality.

Skills

Customer service

Communication

Interpersonal skills

Detail-oriented

Independence

Fresh graduates welcome

Education

SPM leaver

Job description

Ensures highest standard of service delivery on personalized phone services to our customers.

Identifies and handles customer enquiries completely and accurately.

Resolves customer complaints and problems to the satisfaction of the customer.

Uses customer service and sales skills to optimize the opportunity of each customer contact.

Educates the customer about the Apple products and services .

Alerts management of issues that require escalation for complete resolution or which may indicate a larger, underlying problem.

Assigns or acts on any required customer follow-up.

Meet KPIs set by superiors like average handing time, chat response rate, customer satisfaction score.

Attend to FB Post replies, Emails, Messages from Whatsapps, FB, Web Live Chat, IG Direct Message, Tweeter Messages, Calls.

Uses technology and system tools as directed and within established guidelines.

Maintains confidentiality of customers and data.

Communicate with internal retail team regarding customer's inquiries, order issues, stock availability.

Provides constant feedback from customers to improve Contact Centre service.

Job Requirements:

Fresh graduate and SPM leavers are encourage to apply.

Excellent hands-on skills with eye for details

Ability to work independently.

Positive attitude and responsible character.

Pleasant personality with focus on excellence in customer service.

Prior working experience will be an added advantage.

Self-starter with good communication and interpersonal skill.

Possess self-confidence and be able to actively interact with all relevant parties.

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Machines, founded in 2006, has emerged as a prominent Apple Premium Reseller (APR) in Malaysia with a strong commitment to becoming the ultimate destination for Apple enthusiasts. With a burgeoning presence of 70 stores nationwide, we continue to expand our reach and influence in the market.

Our evolution extends beyond retail, as in 2007, we obtained the esteemed designation of an Apple Authorized Service Provider (ASP), further solidifying our dedication to the Apple ecosystem.

The Machines store concept is designed to provide a comprehensive experience for our valued customers. Our stores feature an extensive array of Apple-related accessories, alongside an impressive array of demo units, allowing customers to immerse themselves in the world of Apple technology. Moreover, we take pride in offering the most extensive selection of Apple accessories in Malaysia.

At Machines, we are driven by a passion for Apple products and a commitment to delivering the highest level of service and expertise to our customers. We remain dedicated to being the foremost choice for all things Apple in Malaysia.

Machines, founded in 2006, has emerged as a prominent Apple Premium Reseller (APR) in Malaysia with a strong commitment to becoming the ultimate destination for Apple enthusiasts. With a burgeoning presence of 70 stores nationwide, we continue to expand our reach and influence in the market.

Our evolution extends beyond retail, as in 2007, we obtained the esteemed designation of an Apple Authorized Service Provider (ASP), further solidifying our dedication to the Apple ecosystem.

The Machines store concept is designed to provide a comprehensive experience for our valued customers. Our stores feature an extensive array of Apple-related accessories, alongside an impressive array of demo units, allowing customers to immerse themselves in the world of Apple technology. Moreover, we take pride in offering the most extensive selection of Apple accessories in Malaysia.

At Machines, we are driven by a passion for Apple products and a commitment to delivering the highest level of service and expertise to our customers. We remain dedicated to being the foremost choice for all things Apple in Malaysia.

What can I earn as a Customer Care Consultant