Customer Service Executive

Talent Corporation Malaysia Berhad; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading organization in Malaysia is seeking a Customer Service Representative to enhance customer satisfaction through effective communication and problem resolution. Responsibilities include managing inquiries and complaints, adhering to service standards, and achieving key performance indicators. Ideal candidates should display strong teamwork and time management skills.

Qualifications

• Strong team player with effective stress management skills.
• Ability to work independently and manage time effectively.
• Knowledge of company policies and procedures.

Responsibilities

• Respond to customer inquiries via calls or emails promptly.
• Manage and resolve customer complaints efficiently.
• Ensure all follow-up activities are completed in a timely manner.
• Participate in team meetings and promote teamwork.

Skills

Effective communication

Customer service skills

Problem-solving abilities

Teamwork

Time management

Job description

To attend all incoming calls or emails, and continuously provide high quality of customer service to achieve maximum customer satisfaction within the specified SLA’s.

Ensure all information provided to clients and stakeholders is accurate and up to date.

Conduct analysis and provide recommendations for process improvement initiatives, focusing on enhancing customer service and overall productivity.

Demonstrates punctuality and the ability to work independently, consistently completing assigned tasks within established timeframes without the need for reminders.

Highly motivated and a strong team player, with effective stress management skills and a willingness to go the extra mile.

Maintain professional relationships with colleagues across different departments.

Communicate effectively with relevant parties to obtain necessary information for application approvals.

Participates in team meetings, activities, promotes team spirit and cohesiveness.

Undertake special projects, ad-hoc assignments as and when necessary.

Key responsibilities

• Respond to customer inquiries via calls or emails promptly and professionally.
• Provide accurate information and guidance based on company policies and procedures.
• Ensure all follow up activities are complete within the stipulated turnaround time.
• Manage and resolve customer’s complaint promptly, escalating unresolved enquiries to respective team.

Service Quality and Performance

• Maintains consistent customer service level, by adhering to process flow, standards and guidance.
• Achieve daily and monthly KPI such as number of interactions, resolution time, and customer satisfaction .

Knowledge Management

• Exercising strict confidential matters and ensure compliances of internal procedures.
• Update job knowledge by studying any new regulations and processes enhanced/ implemented from time to time across all product & services.

Reporting and Feedback

• Provide regular feedback to Team Lead and actively participate in ad-hoc projects or initiatives assigned by management.
• Submit daily performance reports to Team Lead.
• Compile list of frequently asked questions (from calls and/or email) to be documented