Customer Care Assistant

Machines Sdn Bhd; Shah Alam; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer care company in Shah Alam seeks candidates proficient in English and Bahasa Malaysia for a customer service role. The ideal applicants will have relevant qualifications such as SPM, STPM, Diploma or Degree and experience in the customer care field. Fresh graduates are encouraged to apply. Responsibilities include providing exceptional customer service, resolving complaints, and maintaining confidentiality. The position offers a supportive work environment with several benefits including insurance coverage and staff purchase options.

Benefits

Good environment

Casual Attire

Staff Purchase

Insurance Coverage

Medical Claim

EPF/SOCSO

Qualifications

• Possesses SPM, STPM, Diploma or Degree Certification.
• Fresh graduates are welcome to apply.
• Basic knowledge of computers is required.
• Have a minimum of one year of relevant work experience.

Responsibilities

• Provide the best customer care experience.
• Identify customers' needs and provide solutions.
• Resolve customer concerns and complaints.
• Provide accurate information regarding products.
• Maintain confidentiality of customer information.

Skills

Language proficiency in English

Language proficiency in Bahasa Malaysia

Active listening

Customer service experience

Tech-savvy

Team Player

Education

SPM, STPM, Diploma or Degree Certification

Tools

CRM systems

Job description

• Possesses SPM, STPM, Diploma or Degree Certification.
• Good Language proficient in English and Bahasa Malaysia, Mandarin will be an added advantage.
• Fresh graduate are welcome to apply
• Basic knowledge of computers is required, tech savvy will be an added advantage.
• Team Player, Responsible and Good Self-Discipline
• Practice Empathy and Positive Language when attending customer calls.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices will be an added advantage.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Possess experience in the customer care industry.
• Have a minimum of one year of relevant work experience.

Requirement

• Possesses SPM, STPM, Diploma or Degree Certification.
• Good Language proficient in English and Bahasa Malaysia, Mandarin will be an added advantage.
• Fresh graduate are welcome to apply
• Basic knowledge of computers is required, tech savvy will be an added advantage.
• Team Player, Responsible and Good Self-Discipline
• Practice Empathy and Positive Language when attending customer calls.
• Strong phone contact handling skills and active listening.
• Familiarity with CRM systems and practices will be an added advantage.
• Excellent communication and presentation skills.
• Ability to multi-task, prioritize, and manage time effectively.
• Possess experience in the customer care industry.
• Have a minimum of one year of relevant work experience.

Responsibility

Provides the Best Customer Care experience to Machines and BOB’s Customers.

• Identify customers’ needs and provide solutions to customers up to or exceeding customer’s expectation.
• Service Recovery: understand and resolves customer’s concerns and complaints while searching for the best recovery strategy for customers.
• Provides accurate information with regards to products that we sell, and inquiries related to retail offline stores, online, education, SMB and Enterprise.
• Alert management for issues that may require further escalation for complete resolution, or which may indicate a larger, underlying problem.
• Assigns cases or acts on any required customer follow-up.
• Meet KPIs set by superiors like average handling time, chat response rate, customer satisfaction score.
• Attend emails, calls, WhatsApp, Shopee, Lazada, TikTok, Facebook, Instagram, Salesforce cases/tags/chatter.
• Maintains full confidentiality of customers information and data.
• Communicate with inter-department regarding customer’s enquiry, order status, marketing promotions, warranty status, after-sales service, stock status, and appointments.
• Provides constant feedback from customers to improve Customer Care Experiences.

Benefits

• Good environment
• Casual Attire
• Staff Purchase
• Insurance Coverage
• Medical Claim
• EPF/SOCSO

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