Customer Service Officer

Prism Tech; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading electronics company in Kuala Lumpur seeks a full-time Customer Service Officer. The ideal candidate should have 1-3 years of customer service experience and be proficient in managing customer expectations, particularly in E-Commerce. Responsibilities include responding to inquiries across various platforms, assisting with technical issues, and ensuring customer satisfaction. Strong organizational and communication skills are essential. The role is office-based and includes working weekends on a rotational basis.

Qualifications

• 1 – 3 years of relevant customer service experience, preferably in E-Commerce.
• Strong ability to multitask, organize, and prioritize work.
• Willingness to work on weekends and public holidays.

Responsibilities

• Provide timely and quality responses to customers across various channels.
• Assist customers in troubleshooting issues with Air-conditioning.
• Coordinate with departments to ensure timely delivery and installation.

Skills

Excellent phone etiquette

Verbal communication skills

Organizational skills

Technical skills

Education

Diploma/Degree or equivalent

Tools

Zendesk

Job description

We are seeking a full-time Customer Service Officer 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 Customer Service Manager.

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 with Air-conditioning.
• Work with various departments or stakeholders to ensure the Aircon is 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 escalate 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

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