Customer Service Executive 客户服务执行员 (E-Commerce ERP System)

BIGSELLER TECHNOLOGY (MALAYSIA) SDN. BHD.; Puchong; On-site; MYR 100,000 - 150,000; Full time

Job summary

A SaaS technology company in Puchong, Malaysia, is seeking a full-time Customer Service Representative. The candidate will respond to customer inquiries, troubleshoot technical issues, and maintain updated records in the CRM system. Excellent communication skills in English, Bahasa Malaysia, and Chinese are required, alongside a basic understanding of e-commerce principles. Benefits include EPF contributions and training opportunities. This role offers an opportunity to contribute to a supportive team environment.

Benefits

EPF

Training Provided

Medical Leave

SOCSO

Qualifications

• Full-time office-based position.
• Fluent in English, Bahasa Malaysia, and Chinese.
• Ability to provide basic tech support.

Responsibilities

• Respond to customer inquiries via phone, email, and chat.
• Troubleshoot basic technical issues related to the SaaS platform.
• Document customer interactions in the CRM system.

Skills

Excellent communication skills in English

Interpersonal skills

Problem-solving

Basic understanding of e-commerce

Adaptability to new technologies

Tools

CRM systems

SaaS software

Job description

Responsibilities

Respond to customer inquiries via phone, email, and chat in a timely and professional manner, providing accurate and helpful information about our SaaS products and services.

Troubleshoot and resolve basic technical issues related to our SaaS platform, escalating complex problems to the appropriate technical support team when necessary.

Maintain a thorough understanding of our SaaS products, e-commerce industry trends, and competitor offerings to effectively address customer questions and concerns.

Proactively identify and address potential customer pain points, offering solutions and guidance to improve their experience with our platform.

Document all customer interactions and resolutions in our CRM system, ensuring accurate and up-to-date records for future reference.

Collaborate with other team members to share knowledge, best practices, and customer feedback to improve our overall customer service processes.

Assist in the creation of customer support documentation, including FAQs, tutorials, and knowledge base articles, in English, Bahasa Malaysia, and Chinese.

Contribute to a positive and supportive team environment, fostering open communication and collaboration to achieve team goals.

Requirements

• Full time office-based Customer Service.
• Excellent verbal and written communication skills in English, Bahasa Malaysia, and Chinese.
• Strong interpersonal skills and the ability to build rapport with customers.
• Demonstrated ability to solve problems efficiently and effectively.
• Basic understanding of e-commerce principles and practices.
• Familiarity with SaaS software and CRM systems is an advantage.
• Ability to provide basic technical support to customers.
• Eagerness to learn and adapt to new technologies and software.

Benefits

• EPF
• Training Provided
• Medical Leave
• SOCSO