Customer Experience Specialist - First Contact Resolution

Find Global Sdn. Bhd; Selangor; On-site; MYR 27,900 - 39,060; Full time

Job summary

A customer service provider in Malaysia is seeking individuals to manage customer interactions via calls, emails, and chats. The role focuses on resolving inquiries and complaints related to company products, ensuring a first-time resolution. Candidates are expected to work as part of a team to meet performance metrics while delivering exceptional service. Successful candidates will demonstrate ownership of each interaction and knowledge of Mobility Services issues including refunds and exchanges.

Responsibilities

• Handle inbound calls, emails, and chats for customer inquiries and complaints.
• Demonstrate ownership of customer interactions for first-time resolution.
• Use multiple technology applications to resolve customer contacts.
• Address issues related to Mobility Services such as refunds and exchanges.
• Aim to exceed customer expectations in service and information accuracy.
• Work collaboratively to meet KPI and SLA targets.

Job description

A customer service provider in Malaysia is seeking individuals to manage customer interactions via calls, emails, and chats. The role focuses on resolving inquiries and complaints related to company products, ensuring a first-time resolution. Candidates are expected to work as part of a team to meet performance metrics while delivering exceptional service. Successful candidates will demonstrate ownership of each interaction and knowledge of Mobility Services issues including refunds and exchanges.