Executive - Customer Care Resolution Owner (English Language Support)

Recooty; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Experience Specialist to enhance customer satisfaction through effective communication and problem resolution. In this dynamic role, you will represent the company in all customer interactions, ensuring a professional and positive experience. You will collaborate with various teams to resolve complaints, manage social media interactions, and contribute to projects aimed at improving customer experiences. If you are a motivated team player with strong interpersonal skills and a passion for customer service, this opportunity is perfect for you.

Benefits

Performance-related bonus

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization coverage

Qualifications

• Degree or Diploma or equivalent professional qualification required.
• Minimum 2 years of experience in related fields.

Responsibilities

• Manage customer communications across various channels ensuring clarity and professionalism.
• Analyze and improve existing processes for enhanced customer satisfaction.
• Lead customer experience projects to drive improvements.

Skills

Interpersonal Skills

Problem-Solving

Communication Skills

Leadership Traits

Initiative

Education

Degree or Diploma

Tools

GTAP CX Database

Job description

Responsibilities of the Role:

• Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
• Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
• Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
• Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
• Manage and drive DOA and OBF cases.
• Manage Ad-Hoc customer service-related projects.
• Record the case chronology with dates in GTAP CX Database daily on the cases managed.
• Manage social media/DOA/SG OBF Cases, GTAP CX Mailbox, Rejections.
• Provide timely responses to customer comments and complaints via telephone, email, or walk-in, consistent with service and quality standards.

Requirements for the Role:

• Degree, Diploma, or an equivalent professional qualification.
• A high degree of integrity and professionalism with leadership traits.
• Dynamic, highly motivated, and result-oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• Ability to manage multiple customer communication channels and resolve issues promptly.
• Proficient in both spoken and written English.
• Candidates must possess a minimum of 2 years of experience in related fields.

The Package:

• Attractive Salary.
• Performance-related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.
• Working Location: Kuala Lumpur.