Customer Care Consultant/Associate

Jom eInvoice Sdn Bhd; Kuala Kubu Bharu; On-site; MYR 150,000 - 200,000; Full time

Job summary

A dynamic SaaS startup in Kuala Kubu Bharu is seeking a Customer Care Consultant to assist customers via phone, email, and chat. The ideal candidate will excel in problem-solving, be empathetic towards customer needs, and possess strong communication skills. You'll play a vital role in ensuring customer satisfaction by diagnosing issues, providing guidance, and following up on resolutions. Join a fast-growing company that's revolutionizing e-invoicing for Malaysian businesses.

Qualifications

• Experience in customer service or support roles preferred.
• Ability to diagnose and troubleshoot technical issues.
• Excellent verbal and written communication skills in English.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Diagnose and troubleshoot technical issues to ensure customer satisfaction.
• Maintain accurate records of customer interactions.

Skills

Problem-solving

Technical troubleshooting

Communication skills

Empathy

Team collaboration

Job description

Overview

This job is all about helping customers with their questions and problems over phone, email, or chat. You might like this job because you enjoy solving issues and making people feel valued and happy with their experience!

The Customer Care Consultant is responsible for providing responsive, high-quality assistance to customers via phone, email, chat, or other support channels. This role involves troubleshooting problems, guiding customers through product use, and ensuring their satisfaction by delivering timely and accurate support.

Responsibilities

• Respond promptly to customer inquiries via phone, chat, email, or ticketing systems.
• Diagnose and troubleshoot basic to moderately complex technical issues.
• Provide product usage guidance, onboarding support, and service information.
• Escalate unresolved issues to the appropriate internal teams (e.g. technical support or product).
• Maintain detailed and accurate records of customer interactions using tracker or any tools.
• Collaborate with team members to share knowledge and improve the customer experience.
• Identify patterns in customer issues and suggest improvements to processes or documentation.
• Stay updated on product changes, updates, and new features.
• Follow up with customers to ensure problems are resolved and satisfaction is achieved.
• Able to explain solutions clearly and concisely across multiple channels (email, phone, chat).
• Use a friendly, professional, and empathetic tone that reflects the company’s brand.

About the Company

At JomeInvoice, we’re on a mission to simplify and accelerate the way Malaysian businesses handle e-invoicing. As a dynamic and fast-growing SaaS startup, we specialize in delivering compliant, user-friendly digital invoicing solutions that empower Micro, Small, and Medium Enterprises (MSMEs) to thrive in the digital economy. Founded with the vision of helping businesses embrace digital transformation without hassle...