Customer Service & Telemarketer

myFirst Tech Sdn Bhd; Johor Bahru; On-site; MYR 29,000 - 47,000; Full time

Job summary

myFirst Tech Sdn Bhd is hiring a Customer Support & Technical Helpdesk representative in Johor Bahru to respond to customer inquiries, troubleshoot first-line issues, and provide accurate information in a friendly manner.

You'll handle calls, emails, chats and WhatsApp, maintain records, collaborate with teams, upsell, stay updated on offerings, and meet KPIs while supporting weekend shifts.

Qualifications

• High school, Diploma or equivalent; college degree preferred.
• More than 1 year of experience in customer service or technical support.
• Excellent communication skills, both written and verbal.
• Ability to multitask and prioritize tasks effectively.
• Strong problem-solving skills and attention to detail.
• Experience with customer service software and tools, such as Zendesk.
• Familiarity with CRM systems and online communication platforms.
• Ability to work flexible hours, including weekends and holidays (upon request).
• Must be willing to work on weekend, off day falls on weekdays.
• Committed, responsible and positive attitude.
• Ability to work under pressure and work independently in fast pace environment.
• Fast learning skill that able to pick up new products knowledge easily.
• Tech savvy person, proficient in the use of IT and software.

Responsibilities

• Respond to customer inquiries and provide accurate information and solutions in a timely and friendly manner.
• Troubleshoot 1st level technical issues and provide support through phone, email, chat and WhatsApp.
• Manage and resolve customer complaints and escalate to appropriate teams when necessary.
• Maintain accurate records of customer interactions, transactions, comments, and complaints.
• Collaborate with cross-functional teams to improve customer experience and provide feedback on customer issues.
• Identify opportunities to upsell and promote company products and services to customers.
• Stay updated on company products, services, and policies.
• Meet or exceed performance targets and KPIs.
• Make outbound calls to potential customers and share information about products and services.
• Meet quotas for calls and perform customized targeted cold calling sales strategies.
• Coordinate with operation & eCommerce team to ensure customer's special requests are fulfilled.
• Process product warranties, refunds and returns.
• Other ad hoc instruction or task given by manager.

Skills

Customer service

Technical support

Zendesk

CRM

Communication

Multitasking

Problem solving

Sales awareness

Mandarin

Cantonese

Education

High school diploma or equivalent

Tools

Zendesk

CRM systems

WhatsApp

Job description

Respond to customer inquiries and provide accurate information and solutions in a timely and friendly manner.

Troubleshoot 1st level technical issues and provide support through phone, email, chat and WhatsApp.

Manage and resolve customer complaints and escalate to appropriate teams when necessary.

Maintain accurate records of customer interactions, transactions, comments, and complaints.

Collaborate with cross-functional teams to improve customer experience and provide feedback on customer issues.

Identify opportunities to upsell and promote company products and services to customers.

Stay updated on company products, services, and policies.

Meet or exceed performance targets and KPIs.

Make outbound calls to potential customers and share information about products and services.

Meet quotas for calls and perform customized targeted cold calling sales strategies.

Coordinate with operation & eCommerce team to ensure customer's special requests are fulfilled.

Process product warranties, refunds and returns.

Other ad hoc instruction or task given by manager.

JOB REQUIREMENTS:

High school, Diploma or equivalent; college degree preferred.

More than 1 year of experience in customer service or technical support.

Excellent communication skills, both written and verbal.

Ability to multitask and prioritize tasks effectively.

Strong problem-solving skills and attention to detail.

Experience with customer service software and tools, such as Zendesk.

Familiarity with CRM systems and online communication platforms.

Ability to work flexible hours, including weekends and holidays(upon request).

Must be willing to work on weekend, off day falls on weekdays.

Committed, responsible and positive attitude.

Ability to work under pressure and work independently in fast pace environment.

Fast learning skill that able to pick up new products knowledge easily.

Tech savvy person, proficient in the use of IT and software, familiar with kids tech product or various kind of electronic devices.

Knowledge on sales & marketing and ability to communicate in Mandarin, Cantonese, Spanish, French, German, Japanese, Korean, or Vietnamese, is a plus point.

About myFirst

myFirst is a trailblazing company dedicated to enhancing the interaction between children and technology. Founded by a passionate father who understand the importance of safe and educational tech products for kids, myFirst has been at the forefront of innovation since its inception in 2018. We're driven by a mission to create a bridge between technology and traditional play, giving kids a head start in the digital age.

Mission & Vision

myFirst envisions to redesign the way kids learn and play, in hopes of creating a community where children can grow up with technology safely introduced in their lives before they get in touch with the challenges of the adult tech world.

The team aims to focus on products that is high quality, reliable and functional, serving its purposes and solving each parents' concern for their child. They would also want to cater to all kinds of parents, providing options to choose from for each product. myFirst greatly values feedback from parents and their children and will constantly improve their products from time to time.

Working Culture at myFirst

Innovation: We foster a culture of creativity, where fresh ideas are celebrated.Collaboration: Teamwork is at the core of our success, with open communication and mutual support.Professional Growth: We encourage personal and professional development for all team members.

Benefits of Working at myFirst

Competitive Compensation: We offer competitive salaries and benefits to attract top talent.Learning and Development: Continuous learning is encouraged, with opportunities for skill enhancement.Impactful Work: Join a company that’s making a real difference in children's lives.

Promotion Opportunities at myFirst

We're dedicated to the growth and advancement of our employees. At myFirst, you'll find a clear path for career progression, regular performance evaluations, and a commitment to helping you reach your professional goals.