Customer Care Resolution Lead - CX & Social

Scicom MSC Berhad; Kampung Cendana; On-site; MYR 39,000 - 61,000; Full time

Benefits offered by this job

Salary

Bonus

Annual leave

Medical leave

Medical cover

Job summary

Scicom MSC Berhad in Kuala Lumpur is seeking a customer experience specialist to professionally represent the client across phone, email, chat, walk-ins and social media. You will respond promptly to inquiries, resolve issues within KPIs, and collaborate with other teams to ensure a positive customer journey.

The role requires a degree or diploma, native Vietnamese and fluent English, and at least two years of relevant experience.

Qualifications

• Degree, Diploma, or an equivalent professional qualification.
• A high degree of integrity and professionalism with leadership traits.
• Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• Ability to manage multiple customer communication channels and resolve issues promptly.
• Proficient in both spoken and written Vietnamese and English language.
• Candidates must possess a minimum of 2 years of experience in related fields.

Responsibilities

• Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
• Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines. Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
• Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
• Manage and drive DOA and OBF cases.
• Manage Ad-Hoc customer service-related projects.
• Record the case chronology with dates in GTAP CX Database daily on the cases managed.
• Manage social media/DOA/SG OBF Cases, GTAP CX Mailbox, Rejections.
• Provides timely responses to customer comments & complaints via telephone or email or walk in, consistent with service and quality standards.

Skills

Vietnamese language

English language

Interpersonal skills

Leadership

Multitasking

Education

Degree or Diploma

Job description

Scicom MSC Berhad in Kuala Lumpur is seeking a customer experience specialist to professionally represent the client across phone, email, chat, walk-ins and social media. You will respond promptly to inquiries, resolve issues within KPIs, and collaborate with other teams to ensure a positive customer journey.

The role requires a degree or diploma, native Vietnamese and fluent English, and at least two years of relevant experience.