Customer Service Agent

Aisling Group; Kuala Lumpur; On-site; MYR 33,480 - 66,960; Full time

Job summary

A customer support service provider in Kuala Lumpur is looking for dedicated customer support staff. The role involves acting as the connection between buyers and sellers, handling inquiries on various platforms, and ensuring customer satisfaction. Responsibilities include managing escalations, providing effective solutions for disputes, and meeting KPIs. Ideal candidates should have excellent communication skills and a proactive approach to support customers effectively.

Responsibilities

• Act as the interface between buyer and seller via various contact channels.
• Handle inquiries via social media platforms pertaining to orders and payments.
• Manage escalation queues focusing on Logistics and Payments.
• Provide effective solutions for customer disputes.

Job description

Overview

Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Responsibilities

• Act as the interface between buyer and seller via various contact channels; set realistic expectations, resolve fulfilment-related problems, and provide support to customers to ensure a high level of satisfaction.
• Handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers, etc., from both seller and buyer through native channels or Salesforce.
• Handle escalations, manager call-backs, and service recovery cases via email.
• Provide First Contact Resolution (FCR) according to standard operating procedures; when not achieving FCR, follow up and respond to users via callback, email, and social media in a timely manner.
• Manage escalation queues and backlogs focusing on Logistics, Payments, Cross Border, etc.
• Update case details appropriately in systems such as Gdocx and Salesforce, etc.
• Meet Key Performance Indicators (KPI) such as average handling time, FCR rate, contact response rate, customer satisfaction score, etc.
• Record case details in Customer Relationship Management (CRM) systems.
• Communicate effectively by providing accurate information to users and external partners.
• Ensure resolution of fulfilment-related problems and disputes.
• Provide effective solutions for customer disputes.
• Assist in developing and improving existing dispute processes.
• Communicate effectively and accurately when communicating with users and stakeholders.
• Assist Team Leader in monitoring real-time performance and initiating appropriate actions.
• Assume additional responsibilities as assigned.
• Communicate effectively with team members.
• Take on ad-hoc projects/assignments.
• Undertake any other duties as assigned by management.