Customer Experience Representative - Immediate Starter

Welsend Global Services; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service company is looking for a Customer Experience Representative in Kuala Lumpur. Successful candidates will handle customer inquiries across various communication channels including calls, email, and live chat. Key responsibilities include resolving issues, providing product recommendations, and achieving customer satisfaction goals. The ideal candidate is fluent in English, Mandarin, Malay, and Cantonese, with at least 1 year of customer service experience. Flexibility to work shifts is essential.

Qualifications

• Must have at least 1 year of experience in a customer service role.
• Strong problem-solving skills and ability to think quickly.
• Ability to work shifts including nights, weekends, and public holidays.

Responsibilities

• Respond to customer inquiries promptly and professionally.
• Actively listen to and resolve customer complaints.
• Provide product recommendations based on customer needs.
• Gather and share customer feedback for service improvement.
• Meet personal and team goals for customer satisfaction.

Skills

Fluency in English

Fluency in Mandarin

Fluency in Malay

Fluency in Cantonese

Excellent communication skills

Strong organization skills

Ability to multitask

Customer-centric attitude

Tools

Microsoft Office

Google Workspace

Job description

Customer Experience Representative - Immediate Starter

Job Description:

We are seeking a dedicated and personable Customer Experience Representative to join our dynamic team. The successful candidate will be responsible for handling customer inquiries across multiple communication channels, including inbound and outbound calls, email, and live chat.

Key Responsibilities

• Customer Support: Respond to customer inquiries promptly, professionally, and in a friendly manner via inbound and outbound calls, email, and live chat.
• Problem Resolution: Actively listen to customer complaints and take ownership of resolving issues by offering effective and timely solutions.
>Escalation Management: Escalate unresolved issues to higher-level support when necessary.
• Product Recommendations: Provide advice and recommend products, services, or loyalty programs based on customer needs and preferences.
• Feedback and Insights: Gather and share customer feedback and insights with management or product teams to help improve services and products.
• Administrative Support: Perform additional administrative tasks as assigned by management.
• KPI Achievement: Meet personal and team goals for customer satisfaction, response time, and service efficiency.
• Business Strategies: Understand and contribute to business strategies, including implementing self-service options to improve the customer experience.
• Process Improvement: Continuously improve the workflow and customer service processes to enhance service quality.

Requirements

Language Skills: Must be fluent in English, Mandarin, Malay, and Cantonese. We are seeking candidates proficient in Mandarin/Cantonese to effectively communicate with Mandarin/Cantonese-speaking clients.

Experience: At least 1 year of experience in a customer service role.

Communication Skills: Excellent verbal and written communication and interpersonal skills.

Organization & Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.

Tech Proficiency: Proficient in using communication tools (Email, live chat, and similar platforms) and basic office software (e.g., Microsoft Office, Google Workspace).

Multitasking: Ability to handle multiple tasks efficiently and work under pressure.

Customer Focus: A strong customer-centric attitude and commitment to providing exceptional service.

Shift Availability: Willing to work in shifts, including night shifts, weekends, and public holidays.

Preferred Qualifications

Multichannel Experience: Experience handling customer service inquiries across multiple channels (phone, email, live chat, etc.).

Problem Solving: Strong problem-solving skills with the ability to think quickly and handle challenging situations.

Industry Experience: Previous experience in a similar industry or role is an advantage.

If you are passionate about delivering excellent customer service and enjoy working in a fast-paced, team-oriented environment, we would love to hear from you!