Customer Service Representative

UNIQLO; Petaling Jaya; On-site; MYR 20,000 - 100,000; Full time

Job summary

A leading retail brand is seeking a Customer Service Representative in Petaling Jaya, Malaysia. The ideal candidate will have at least 2 years of experience in a call center or customer service role, excelling in communication and problem-solving skills. You will respond to customer inquiries, ensuring timely resolutions and exceptional service quality. The role demands proficiency in Ms. Office and the ability to adapt to a fast-paced environment while maintaining a proactive approach to customer satisfaction.

Qualifications

• At least 2 years work experience in call center or relevant work experience relating to customer service.
• Highly committed and responsible.
• Exceptional commitment to delivering outstanding customer experiences.

Responsibilities

• Respond to inbound calls, emails, and live chats from customers.
• Handle escalated customer inquiries, complaints, and complex issues.
• Proactive to keep up to date on products, services, and policies.

Skills

Strong communication skills

Detail-oriented

Self-motivated

Ability to work under pressure

Active listening

Tools

Ms. Office (Excel, Word, PowerPoint)

Amazon Workspace

Ms. Outlook

Job description

The ideal candidate loves talking to people and proactively solving issues. You will be responsible for converting customers into passionate evangelists

Responsibilities

• Respond to inbound calls, emails, and live chats from customers within industry SLA target. Achieve monthly overall Customer Satisfaction Score (CSAT).
• Handle escalated customer inquiries, complaints and complex issues, while ensuring timely resolution and maintaining a positive customer experience.
• Proactive to keep up to date and have good understanding on UNIQLO’s products, services, and policies to effectively assist customers and address their needs.
• Cross-functional collaboration (with Store Operations, E-Commerce, Marketing, Logistics) to solve customer issues, brainstorm better ideas and achieve better outcomes on enhancing customer’s experience.
• Compile and analyze Voice Of Customer (VOC) for collaboration with other departments to implement changes that will benefit customers.
• Able to adapt to various communication styles to multi-level stakeholders (customers, Customer Center team members, Store & Headquarter members).
• Possess the motivation to involve and engage stakeholders (Customer Center team members, Store & Headquarter members) through knowledge sharing and providing recommendations to improve work processes and practices, this includes team members support.

Qualifications

• At least 2 years work experience in call center or relevant work experience relating to customer service.
• Possess good knowledge with Amazon workspace or Microsoft.
• Computer literate especially in Ms. Office (Excel, Word, PowerPoint), Ms. Outlook.
• Highly committed and responsible.
• Demonstrates exceptional commitment to delivering outstanding customer experiences.
• Takes full ownership of customer issues and ensures timely resolution.
• Maintains a strong sense of responsibility for meeting service standards and organizational goals.
• Consistently upholds company values and policies while handling customer interactions.
• Shows proactive engagement and accountability in all assigned tasks.
• Strong communication and interpersonal skills
• Practice active listening and speaks clearly.
• Self-Motivated and Takes Initiative
• Possess the motivation and initiatives to understand and strive to achieve the set performance targets and expectations.
• Detail-orientated; with a focus in delivering work of high quality and accuracy.
• Able to work under pressure and flexible to an ever-changing environment.