Customer Service Representative

Reeracoen Recruitment; Kuala Lumpur; On-site; MYR 20,000 - 100,000; Full time

Job summary

A prominent recruitment agency in Kuala Lumpur is looking for a Customer Service Representative to provide exceptional support to Brand Partners and customers. The role requires 3-4 years of experience in customer service, fluency in English, and strong communication skills. The representative will assist customers through various channels, ensuring a customer-centric approach. Benefits include a competitive salary, medical insurance, and generous leave policies, fostering a supportive work environment.

Benefits

Monthly phone allowance

Medical and health insurance coverage

Team gatherings and company activities

Qualifications

• 3-4 years of working experience in the customer service industry.
• 2 years of contact/call center experience preferred.
• Ability to demonstrate a solid work ethic daily.

Responsibilities

• Interact with Brand Partners via various communication channels.
• Provide exceptional services to customers at the Experience Centre.
• Generate new product orders for customers.

Skills

Strong communication skills

Excellent telephone and customer service skills

Customer-centric attitude

Fluency in spoken and written English

Education

Diploma or Degree in any discipline

Tools

Microsoft Office Suite

Exigo CRM

Five9 telephony platform

Job description

Position Summary

The Customer Service Representative provides support and services to Brand Partners and customers by addressing enquiries, issues, and concerns from all means of communication which contribute to the success of LifeWave members.

Supervisory Responsibilities

This position has no direct supervisory responsibilities.

Essential Duties and Responsibilities

• Primarily interacts with Brand Partners via phone call, email, online chat, or in person to provide support and information on LifeWave’s products and services.
• Provides exceptional services to all customers and Brand Partners who walk-in to the Experience Centre.
• Utilizes a customer-centric attitude while assisting our customers on every interaction.
• Understands and expertly communicates our products, promotions, services, compensation plan, and policies & procedures to be able to support customer inquiries.
• Generates new product orders for existing and new customers.
• Works with internal staff and customers to identify and resolve challenges faced by customers.
• Recommends and promotes additional products and services to increase overall sales revenue.
• Consistently meets or exceeds performance expectations, including customer experience surveys, call handling metrics (including call volume), and quality standards.
• Completes internal tracking of required information in order to maintain effective records.
• Connects with customers by building meaningful relationships that support business success.
• Represents the company in a professional, courteous, and efficient manner at all times.
• Escalates product returns and refunds to relevant departments.
• Completes all company training and follows established policies and procedures.
• Demonstrates time management with presence/availability adhering to expectations.
• Participates in company events as and when required.

Qualifications

Requirement

• 3-4 years of working experience in the customer service industry with experience in network marketing industry.
• Diploma or Degree in any discipline.
• 2 years of contact/call center experience preferred.
• Fluency in spoken and written English.
• Microsoft Office Suite.
• Exigo – Industry and company specific Customer Relationship Manager (CRM).
• Five9 – Telephony platform.
• Strong communication skills.
• Excellent telephone and customer service skills including a customer-centric attitude.
• Ability to demonstrate a solid work ethic daily.

Other Language

• Mandarin
• English

Benefits

• Salary = RM 4,000 ~ RM 5,500
• Annual Leave: <2Y 16 days, 2~5Y 18 days, >5Y 20 days
• Medical Leave: <2Y 14 days, 2~5Y 18 days, >5Y 22 days
• Monthly Phone Allowance = RM150
• Monthly Staff Entitlement Product (Can claim 6 products per month)
• Medical, health insurance coverage
• Bonus (discretional)
• Company Activities: Team Gathering, Annual Dinner, Welcome Lunch
• No OT pay; working on Sat, Sun or Public Holiday will be entitled a replacement leave

Working Hours

0900 ~ 1800