Customer Support & Resolution Specialist

Merchantrade Asia Sdn Bhd; Kuala Lumpur; On-site; MYR 25,000 - 45,000; Full time

Job summary

Merchantrade Asia Sdn Bhd in Malaysia is seeking a customer service representative to handle inbound calls, live chat, and emails from customers, ensuring clear information delivery.

You will resolve issues, document interactions, and support upselling opportunities while upholding standard operating procedures; this on-site role requires strong communication and teamwork to maintain customer satisfaction.

Qualifications

• Attend to all inbound calls, live chat, and e-mails from customers.
• Clarify inquiries by researching and locating the required information.
• Resolve problems and complaints by clarifying issues; researching and exploring answers and alternative solutions, implementing solutions, escalating unresolved problems.
• Document all call information according to standard operating procedures.
• Sell additional services and products by recognizing opportunities to up-sell accounts, explaining new features.

Responsibilities

• Respond to customer inquiries via phone, chat and email.
• Resolve issues by researching and providing appropriate solutions.
• Update customer information in the database.
• Escalate priority issues to supervisors or product owners.
• Route calls to the appropriate resources and follow up on customer requests.
• Document all call details and produce reports.

Job description

Merchantrade Asia Sdn Bhd in Malaysia is seeking a customer service representative to handle inbound calls, live chat, and emails from customers, ensuring clear information delivery.

You will resolve issues, document interactions, and support upselling opportunities while upholding standard operating procedures; this on-site role requires strong communication and teamwork to maintain customer satisfaction.