Customer Care Executive

Elite Links Sdn Bhd; Kuala Lumpur; On-site; MYR 27,000 - 40,000; Full time

Job summary

Elite Links Sdn Bhd in Kuala Lumpur is seeking a Customer Service Representative to handle inbound and outbound communications including calls, emails, and chat. You will resolve inquiries, provide accurate information, and maintain customer records.

This on-site role is based in Damansara Heights. The ideal candidate has at least one year of customer service experience, strong communication skills, and a customer-focused attitude.

Qualifications

• Minimum one year of experience in customer service or related fields.
• Strong communication and interpersonal skills with a customer-focused approach.
• Good problem-solving skills with strong attention to detail.
• Able to handle enquiries, complaints and service issues professionally.

Responsibilities

• Handle inbound and outbound customer calls, emails, or chat messages professionally and courteously.
• Listen attentively to customer inquiries and concerns, providing accurate and timely information.
• Resolve customer issues related to account, billing, service disruptions, account changes, and technical problems.
• Stay up-to-date with telecommunications products, services, and technologies to provide accurate assistance.
• Troubleshoot and diagnose technical issues, offering step-by-step guidance and solutions.
• Escalate complex technical problems to the appropriate support teams when necessary.
• Update customer account information, including billing details, service plans, and contact preferences.
• Process service & plan upgrades, downgrades, cancellations, and activations as per company policies.
• Ensure accurate record-keeping and documentation of customer interactions and resolutions in CRM system.

Skills

Customer service

Communication skills

Problem-solving

Detail-oriented

Teamwork

Phone/email/chat communication

Job description

Job Descriptions:

• Handle inbound and outbound customer calls, emails, or chat messages professionally and courteously.
• Listen attentively to customer inquiries and concerns, providing accurate and timely information.
• Resolve customer issues related to Account, billing, service disruptions, account changes, and technical problems.
• Stay up-to-date with the latest telecommunications products, services, and technologies to provide accurate assistance.
• Troubleshoot and diagnose technical issues, offering step-by-step guidance and solutions.
• Escalate complex technical problems to the appropriate support teams when necessary.
• Update customer account information, including billing details, service plans, and contact preferences.
• Process service & plan upgrades, downgrades, cancellations, and activations as per company policies.
• Ensure accurate record-keeping and documentation of customer interactions and resolutions in CRM system.

Job Requirements:

• Minimum one (1) year of experience in Customer Service, Customer Care, Customer Support, or Customer Experience.
• Strong communication and interpersonal skills, with a friendly and customer-focused approach.
• Good problem-solving skills with strong attention to detail.
• Able to handle customer enquiries, complaints, and service issues professionally.
• Comfortable working on-site at Damansara Heights.
• Good ability to communicate with customers through phone, email, and online chat.
• Experience in the telecommunications industry will be an added advantage.
• Able to work independently and effectively as part of a team.