Customer Support Specialist - FCR & CRM (KL)

Aisling Group; Kuala Lumpur; On-site; MYR 33,480 - 66,960; Full time

Job summary

A customer support service provider in Kuala Lumpur is looking for dedicated customer support staff. The role involves acting as the connection between buyers and sellers, handling inquiries on various platforms, and ensuring customer satisfaction. Responsibilities include managing escalations, providing effective solutions for disputes, and meeting KPIs. Ideal candidates should have excellent communication skills and a proactive approach to support customers effectively.

Responsibilities

• Act as the interface between buyer and seller via various contact channels.
• Handle inquiries via social media platforms pertaining to orders and payments.
• Manage escalation queues focusing on Logistics and Payments.
• Provide effective solutions for customer disputes.

Job description

Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

• Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfilment related problems and providing support to the customer ensuring a high level of satisfaction.

• Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce

• Primarily handle escalations related, manager call-backs and service recovery cases via emails

• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond users via call back, email and social media on timely manner

• Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc

• Update case details appropriately. eg: Gdocx, Salesforce and etc

• To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc

• To record case details in Customer Relationship Management (CRM) • Communicate effectively by providing accurate information to the users and external partners such as

• Ensure resolution of fulfilment related problems and disputes

• Provide an effective solution for customer disputes issue

• Assisting in developing and improving existing dispute process

• To communicate effectively and accurately when communicating with users & stakeholders

• To assist Team Leader to monitor real time performance and initiate appropriate actions

• Assume additional responsibilities as assigned

• Communicate effectively with team members

• To take on ad-hoc projects/assignments

• Undertake any other duties as-and-when assigned by Management.