Customer Service Live Chat

Yaoyao Malaysia Info Tech Sdn Bhd; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A tech company in Kuala Lumpur is seeking a Customer Service Manager to oversee a team and handle pre- and after-sales interactions. The ideal candidate should have a diploma and be fluent in English and Bahasa Malaysia, along with experience in customer service, particularly in e-commerce. Responsibilities include managing live chat communications and improving customer satisfaction. This role offers benefits including EPF/SOCSO, annual leave, bonuses, and more.

Benefits

EPF/SOCSO

Annual Leave

Medical Leave

Annual bonus

Performance Bonus

Rotational shift

Overtime pay

Training provided

Dynamic working environment

Qualifications

• Fluent in English and Bahasa Malaysia, additional languages are a plus.
• Experience in customer service teams, especially in e-commerce.
• Strong learning, communication, execution, and comprehension skills.

Responsibilities

• Manage the team and establish SOPs.
• Handle live chat communication for PH customers.
• Maintain brand's social media messages and comments.
• Respond to customer needs and improve retention.
• Help resolve after-sales problems as per SOP.
• Fill in customer service work tickets accurately.
• Facilitate cross-department communication.
• Coordinate with the international team to enhance satisfaction.

Skills

Fluent in English

Fluent in Bahasa Malaysia

Good communication skills

Attention to detail

Ability to create documents

Education

Diploma certificate

Job description

Job Responsibility

• Manage the team of CS ICs and establish SOPs.
• Responsible for the live chat communication (pre-sales & after-sales) of PH customers.
• Responsible for the maintenance of private messages and comments on the brand's official social media.
• Respond to customer needs in a timely manner, guide purchases, and improve customer retention and conversion of consultation.
• Help customers deal with after-sales problems according to the SOP process and improve customer satisfaction.
• Accurately fill in the customer service work tickets as required to ensure the completeness and accuracy of the work tickets.
• Participate in cross-department/cross-team communication and promote the rapid resolution of various pre-sales and after-sales problems.
• Closely coordinate with the international team, maintain consistency, and continuously improve customer satisfaction.
  
  

Job Requirements

• Achieve at least Diploma certificate
• Fluent (listening, speaking, reading, writing) in English and Bahasa Malaysia. Additional language is a plus.
• Has the ability to create and/or produce documents.
• Good learning ability, communication skills, execution ability and comprehension ability.
• Experience working in customer service teams, particularly for e-commerce platforms.
• Reliable and pays close attention to detail.
  
  

Job Benefits

• EPF/SOCSO
• Annual Leave
• Medical Leave
• Annual bonus
• Performance Bonus
• Rotational shift
• Overtime pay
• Training provided
• Dynamic working environment