Customer Service Specialist

Senheng Electric (KL) Sdn Bhd; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading electronics retailer in Kuala Lumpur is seeking a Customer Service Agent to provide efficient responses to customer inquiries via telephone and social media. The ideal candidate should possess a diploma or degree, excellent communication skills, and the ability to multitask effectively. Responsibilities include addressing customer concerns and maintaining strong relationships. Strong proficiency in English and Bahasa Malaysia is essential. Join our dynamic team to enhance customer satisfaction and optimize service delivery.

Qualifications

• Ability to multitask, prioritize, and manage time effectively.
• Strong verbal and written communication in English and Bahasa Malaysia.
• Familiar with basic Computer Knowledge.

Responsibilities

• Provides efficient telephone and social media responses to customers.
• Gathers feedback on customer issues and concerns.
• Maintains database updates as required.
• Develops strong relationships with customers.

Skills

Excellent communication and interpersonal skills

Customer orientation

Ability to multitask

Strong phone contact handling skills

Active listening

Education

Diploma or degree in relevant field

Job description

Overview

Ensure all incoming signals whether enquirers and/or complaints are attended promptly and resolve and closed-case within the stipulated time frame.

Act as an agent for Senheng to capture all Voice-of-Customer (VOC) for the organization and the management to improvise processes.

Responsibilities

• Provides efficient and effective telephone and social media (Facebook, Lazada Chat, Email and Quick Chat) responses to customers, ensuring all internal targets and follow up are monitored and met within the agreed timeline.
• Gathers and solve feedback of customer issues and concerns about products and services to optimize marketing intelligence.
• Provides fulfillment of all calls to conclusion or assesses when a call requires referral or escalation to superior.
• Undertakes all actions required by system and updates database continually.
• Develops and maintains strong relationship with customers and extensive understanding of all products, services, systems, and processes in order to deal with a variety of questions.
• Other responsibilities
• Non-Financial Measures Reserves product or service problems by clarifying customer’s complaints and follow up to ensure resolution in a timely manner.

Meet stipulated benchmarks:

1. Percentage of Call Answered (PCA for the team)
2. Abandon Rate (Team)
3. Productivity
4. Average Handling Time
5. Overall QA and Defective Rate
6. One call resolution

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Requirements

• Diploma, degree in relevant or other equivalent fields.
• Ability to multitask, prioritize and manage time effectively.
• Excellent communication and interpersonal skills.
• Customer orientation and ability to respond/ adapt to different types of customers’ characters.
• Familiar with basic Computer Knowledge.
• Strong phone contact handling skills and active listening.

Strong verbal and written in English and Bahasa Malaysia.