Customer Service Agent (Outbound)

Ninja Van; Subang Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

An innovative logistics company is seeking a dedicated Customer Service Representative to enhance customer experiences. In this role, you will manage outbound communications with professionalism, ensuring that every customer interaction is positive and informative. You will utilize call center technologies to address inquiries and provide accurate responses based on our extensive product knowledge. This position offers a dynamic work environment where you will have the opportunity to grow your skills and contribute to a team that values customer satisfaction and operational excellence. If you thrive in a fast-paced setting and are eager to make a difference, this role is perfect for you.

Qualifications

• Minimum SPM with 1 year experience in customer service, sales, or marketing.
• Good communication and typing skills required.

Responsibilities

• Handle outbound tasks and provide high quality customer service.
• Update internal systems with customer information and inquiries.
• Maximize opportunities to up-sell or cross-sell products.

Skills

Communication Skills

Customer Service

Mathematical Computation

Typing Skills

Problem Solving

Flexibility

Education

SPM (min pass in Math, BM, Eng)

Diploma

Tools

Call Center Technologies

PC Usage

Job description

Ninja Van is a tech-enabled logistics company on a mission to provide hassle-free delivery services for businesses of all sizes across Southeast Asia. Launched in 2014, we started operations in Singapore and have become the region's largest and fastest growing last-mile logistics company, partnering with over 35,000 merchants and delivering more than 1,000 parcels every minute across six countries.

At our core, we are a technology company that is disrupting a massive industry with cutting-edge software and operational concepts. Powered by algorithm-based optimisation, dynamic routing, end-to-end tracking and a data-driven approach, we provide best-of-class delivery services that delight both the shippers and end customers. But we are just getting started! We have much room for improvement and many ideas that will further shape the industry.

To provide customer service support to all customers and endeavor to deliver excellent service and make every encounter with a delightful one for our customers.

Job Descriptions:

• Handle all outbound tasks via phone with utmost professionalism and ensure high quality customer service is provided at all times.
• Update our internal CS Systems with customer information & customer enquiries.
• Provide complete and accurate responses to customers – make reference to our internal information portal (which contains detailed information on our products & services) for additional information if required.
• Adhere to work schedule as planned.
• Use call center technologies, and ensure that all actions taken to handle customers’ enquiries, problems and complaints are in compliance with the Company’s Standard Operating Procedures and Policies, and to escalate any exceptions to the relevant departments for further advice.
• Keep yourself abreast with all the latest information on the company’s product, services, marketing plans, procedures, and of any changes in policies and standard procedures, so as to ensure that this related information is being communicated to our customers with accuracy, and in a consistent manner.
• Feedback / escalate any urgent / critical issues or problems to management on a timely basis.
• Maintain confidentiality of the organization’s customers and data.
• Maximize opportunities to up-sell or cross-sell company products and services.
• Ensure individual/team KPIs are met/achieved consistently.
• Attend all required and necessary meetings and training sessions arranged by the department/company as and when required.

Requirements:

• Minimum SPM (min pass in Math, BM, Eng) +1 year accumulated fulltime working experience in CS, Sales, Marketing
• Fresh Diploma holders / Fresh grads will also be considered.
• Good communication skills
• Ability to listen, understand questions and provide relevant response
• Ability to articulate / express oneself clearly to get the message across
• Speech is clear and has a good tone of voice
• Language proficiency in English, BM, and Mandarin is an added advantage
• Correct choice of words, i.e. no mixing of languages
• Typing skills – 25wpm
• Basic mathematical computation skills
• Fast learner, able to grasp knowledge on telecommunications services quickly.
• Familiar with PC usage & knows how to navigate around websites/portals.
• Customer Focused
• Has good measure of confidence level
• Good telephone etiquette : polite, uses proper salutation
• Patient and able to work in a high-stress environment, desk-bound job
• Willing to work different shifts (flexi-shift), weekends & public holidays (we do not have fixed shifts)
• Willing to work at odd hours if needed

Salary: RM2,100 - RM2,100 a month

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