Customer Service Executive

Prism Berhad; Kuala Lumpur; On-site; MYR 28,000 - 45,000; Full time

Benefits offered by this job

14 Days Annual Leave

1 Day Birthday Leave

Annual outpatient benefit

Annual increment

Performance bonus

Free flow snacks and drinks

Job summary

PRISM+ is seeking a full-time Customer Service Executive based in Malaysia to be the heart of our customer experience. You will manage expectations across channels, delivering a WOW experience and supporting our high-growth electronics brand from our Bukit Jalil office.

You will report to the Head of Customer Experience and the Customer Service Team Lead, ensuring timely responses, effective troubleshooting, and collaboration with internal teams for swift resolutions.

Qualifications

• Diploma or degree in any field.
• 1–3 years of relevant customer service experience.
• E-commerce experience is an advantage.
• Excellent verbal and written communication skills.
• Willing to work weekends/public holidays; 5-day workweek with 2 days off.

Responsibilities

• Provide timely, accurate responses to customers across email, live chat, phone and social media.
• Troubleshoot and identify technical issues for customers.
• Coordinate with other departments to ensure on-time product delivery and installation.
• Identify common problems and escalate with improvement suggestions.
• Maintain a polite, professional demeanor and share customer feedback with teams.
• Coach new customer service staff to uphold high standards of customer experience.

Skills

Customer service

Communication

Multitasking

Technical aptitude

Zendesk

Education

Diploma or degree

Tools

Zendesk

Job description

We are seeking a full-time Customer Service Executive based in Malaysia who will be the heart and soul of PRISM+ to our customers. Being in a high-growth electronics company, we are looking for a candidate who can show experience in managing different customer expectations while providing a WOW experience to our customers, cementing PRISM+ as the BEST Customer-oriented company.

This passionate experienced individual will help us drive up customer satisfaction by going far beyond, delivering the best possible value and service to our customers. The Customer Service Officer will report directly to the Head of Customer Experience and Customer Service Team Lead.

Responsibilities

• Provide timely, accurate, and quality responses to customers via various contact points: email, live chats, phone lines, and social media channels.
• Assist customers in troubleshooting or identifying technical issues.
• Work with various departments or stakeholders to ensure the products are delivered and installed within the stipulated time frame.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, whenever possible.
• Provide immediate attention to serious cases and step forward for swift resolutions.
• Obtaining and sharing customer feedback with colleagues and other departments to improve product and service.
• Maintaining a polite, helpful, and professional manner.
• Be passionate about the products you deal in and be at the forefront of all the latest technology/specifications.
• Coach new customer service officer to uphold the same high level of excellence of customer experience provided by PRISM+.
• Uphold client confidentiality policy.

Description

We are seeking a full-time Customer Service Executive based in Malaysia who will be the heart and soul of PRISM+ to our customers. Being in a high-growth electronics company, we are looking for a candidate who can show experience in managing different customer expectations while providing a WOW experience to our customers, cementing PRISM+ as the BEST Customer-oriented company.

This passionate experienced individual will help us drive up customer satisfaction by going far beyond, delivering the best possible value and service to our customers. The Customer Service Officer will report directly to the Head of Customer Experience and Customer Service Team Lead.

Responsibilities

• Provide timely, accurate, and quality responses to customers via various contact points: email, live chats, phone lines, and social media channels.
• Assist customers in troubleshooting or identifying technical issues.
• Work with various departments or stakeholders to ensure the products are delivered and installed within the stipulated time frame.
• Identifying common problems and escalating them to management, along with possible suggestions for improvement, whenever possible.
• Provide immediate attention to serious cases and step forward for swift resolutions.
• Obtaining and sharing customer feedback with colleagues and other departments to improve product and service.
• Maintaining a polite, helpful, and professional manner.
• Be passionate about the products you deal in and be at the forefront of all the latest technology/specifications.
• Coach new customer service officer to uphold the same high level of excellence of customer experience provided by PRISM+.
• Uphold client confidentiality policy.

Requirements

• Diploma/Degree holder or equivalent.
• At least 1 - 3 years of relevant work experience in customer service experience, preferably in E-Commerce would be an advantage.
• Excellent phone etiquette and excellent verbal, written, and interpersonal skills.
• Ability to multitask, organize, and prioritize work.
• Prior experience using Zendesk, or any other Customer Service Management system would be an advantage.
• Experience in Air-conditioning / Consumer Electronics / Home appliances would be an advantage.
• Strong technical skills and ability to adapt to new technologies quickly.
• Candidates must be willing to work on weekends and public holidays (5 days work and 2 off days on a rotational basis).
• Candidates must be comfortable commuting to the office at Bukit Jalil, Kuala Lumpur.
• This position will be fully work from office.

Benefits

• 14 Days Annual Leave
• 1 Day Birthday Leave
• Annual outpatient benefit (Includes dental and optical benefits)
• Annual increment
• Performance bonus
• Free flow snacks and drinks!

What can I earn as a Customer Service Executive