Customer Service

Wealth Mastery Academy Sdn Bhd.; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A customer support organization in Kuala Lumpur is seeking a dedicated Customer Service Representative. Your role will involve managing customer inquiries through various channels and ensuring high satisfaction levels. You will assist customers with their queries, process orders, and maintain accurate records of interactions. The ideal candidate will possess excellent communication skills and be proactive in resolving customer issues. This position offers an opportunity to build strong customer relationships while adhering to company policies.

Qualifications

• Excellent communication skills in responding to customer inquiries.
• Ability to manage complaints and troubleshoot issues effectively.
• Understanding of company policies regarding product information and orders.

Responsibilities

• Respond to customer inquiries via phone, email, and live chat.
• Process customer orders, cancellations, returns, and exchanges.
• Maintain accurate records of customer interactions and report common issues.

Skills

Customer service

Communication

Problem-solving

Tools

CRM systems

Job description

Wealth Mastery Academy Sdn Bhd

Respond to customer inquiries via phone, email, live chat, and social media in a professional and timely manner.

Provide accurate information regarding products, services, order status, delivery times, and company policies.

Assist customers with general queries, complaints, and troubleshooting, ensuring that their issues are addressed effectively.

Process customer orders, cancellations, returns, and exchanges in accordance with company policies.

Resolve issues related to product defects, delivery problems, and payment discrepancies.

Handle complex issues and elevate to senior management when necessary, ensuring prompt resolution and customer satisfaction.

Customer Support & Relationship Building

Build strong relationships with customers by offering personalized service and demonstrating a proactive approach to solving problems.

Ensure that each customer interaction reflects the company’s commitment to excellent service.

Follow up with customers to confirm satisfaction and ensure all issues have been resolved.

Documentation & Reporting

Maintain accurate records of customer interactions, transactions, feedback, and resolutions.

Update customer databases and CRM systems with relevant information regarding support requests and case statuses.

Provide regular reports on common issues, feedback, and customer concerns to management for continuous improvement.

Product Knowledge & Updates

Keep up-to-date with product information, promotions, and updates to answer customer questions accurately.

Participate in training sessions to enhance product knowledge and improve customer service skills.

Compliance & Process Adherence

Follow company policies and procedures to ensure compliance with data protection and customer privacy regulations.

Adhere to performance metrics, such as response times, resolution times, and customer satisfaction levels.