Customer Support Associate

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

Job summary

HATA is seeking a Customer Support Associate to improve customer satisfaction through effective communication and timely problem resolution. The role offers opportunities to engage with customers via various channels while maintaining high service standards. Ideal candidates will have a passion for customer service and can thrive in a dynamic environment.

Qualifications

• Excellent communication and interpersonal skills.
• Fresh graduates and candidates with 1-3 years of experience encouraged to apply.
• Proficiency in customer support software and tools is a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, and chat.
• Address and resolve customer complaints in a timely manner.
• Maintain detailed records of customer interactions and transactions.

Skills

Communication

Problem Solving

Customer Service

Analytical Skills

Education

SPM or equivalent

Diploma in Business, Management, Hospitality

Bachelor's degree in Business, Management, Hospitality or related field

Tools

Customer support software

Job description

Get to know the role

We are seeking to hire a Customer Support Associate. Ambitious and passionate candidates are encouraged to apply for the role. With Hata, you will have opportunities to maintain and improve customer satisfaction through effective communication and prompt resolution of problems, contributing to a positive customer experience.

The nice-to-haves

The day-to-day activities

• Respond promptly and professionally to customer inquiries via phone, email, and chat in English & Bahasa Malaysia.
• Address and resolve customer complaints and issues in a timely manner.
• Provide accurate information about products and services to customers.
• Diagnose and troubleshoot customer problems, escalating complex issues to senior support or relevant departments when necessary.
• Follow up with customers to ensure their issues are resolved satisfactorily.
• Maintain detailed records of customer interactions and transactions, including inquiries, complaints, and resolutions.
• Update customer accounts and ensure all information is accurate and up-to-date.
• Work closely with other team members to ensure a cohesive and efficient support process.
• Share customer feedback and insights with relevant departments to help improve products and services.
• Identify opportunities for improving customer service processes and suggest enhancements.
• Participate in training sessions and team meetings to stay updated on product knowledge and customer service best practices.
• Strive to exceed customer expectations and contribute to high levels of customer satisfaction.
• Assist in the development and implementation of customer satisfaction surveys and feedback mechanisms.
• Able to work independently, communicating effectively with your team leader to solve customer enquiries.
• Excellent communication and interpersonal skills.
• Proficiency in customer support software and tools.
• Strong analytical and problem-solving abilities.
• Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
• Commitment to providing exceptional customer service.
• SPM or equivalent, Diploma, or Bachelor's degree in Business, Management, Hospitality, or a related field.
• Fresh graduates are encouraged to apply.
• Candidates with 1-3 years of experience are also welcome.