Customer Service Assistant

Icon Packaging; Alor Merah; On-site; MYR 20,000 - 100,000; Full time

Job summary

A packaging solutions company in Kedah is seeking a customer service representative to interact with customers and resolve inquiries efficiently. The ideal candidate will handle complaints, assist with orders and provide accurate product information. Strong communication and problem-solving skills are essential for this role.

Qualifications

• Experience in customer service or related field is preferred.
• Ability to manage multiple tasks and work in a fast-paced environment.
• Strong attention to detail and high level of accuracy.

Responsibilities

• Respond to customer inquiries across multiple channels.
• Handle and resolve customer complaints promptly.
• Provide assistance with order placements and returns.
• Collect and report customer feedback.

Skills

Customer communication skills

Problem-solving

Emotional intelligence

Job description

Customer Interaction

• Respond to customer inquiries and provide accurate information about products, services, and policies through phone, email, chat, or in-person.
• Handle customer complaints and issues with professionalism, working to resolve them effectively and promptly.
• Provide assistance with order placement, product returns, and service requests.

Issue Resolution

• Identify and troubleshoot customer issues, providing solutions or escalating them to higher-level support when necessary.
• Follow up with customers to ensure that their issues have been resolved to their satisfaction.
• Document customer interactions and resolutions in the company’s customer service management system.

Product and Service Knowledge

• Maintain up-to-date knowledge of company products, services, and promotions to provide accurate information to customers.
• Stay informed about company policies, procedures, and industry best practices to effectively address customer inquiries and concerns.

Customer Feedback

• Collect and record customer feedback, including suggestions, complaints, and compliments.
• Report recurring issues or trends to the Customer Service Manager for review and action.
• Participate in customer satisfaction surveys and provide insights for service improvement.

Administrative Tasks

• Process customer orders, returns, and exchanges accurately and efficiently.
• Manage and update customer accounts, ensuring that all information is current and accurate.
• Assist with administrative tasks such as data entry, filing, and maintaining customer records.

Team Collaboration

• Work closely with other customer service representatives and departments to ensure a cohesive approach to customer service.
• Share best practices and contribute to a positive team environment.
• Participate in team meetings and training sessions to enhance skills and knowledge.

Quality Assurance

• Adhere to company standards and procedures for customer service and communication.
• Maintain a high level of professionalism and customer care in all interactions.