Executive - Customer Care Resolution Owner (Vietnamese Language Support)

Scicom MSC Berhad; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A prominent service provider in Kuala Lumpur seeks a Customer Service Representative to enhance customer communication and manage complaints efficiently. This role requires a degree or diploma, strong leadership traits, and at least 2 years of relevant experience. The ideal candidate should be proficient in English and Vietnamese and excel in a dynamic, multi-channel environment. Attractive salary and benefits included.

Benefits

Attractive Salary

Performance related bonus

15 days Annual Leave

14 days Medical Leave

Medical and hospitalization coverage

Qualifications

• Minimum 2 years of experience in related fields.
• Proficient in spoken and written English and Vietnamese.
• Ability to manage multiple communication channels.

Responsibilities

• Represent the client professionally in all communications with customers.
• Provide timely responses to customer comments and complaints.
• Collaborate with teams to investigate and resolve customer complaints.
• Handle machine returns and refunds according to procedures.
• Manage social media messages and enhance online reputation.

Skills

Leadership traits

Interpersonal skills

Dynamic and motivated

Education

Degree, Diploma, or equivalent professional qualification

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.
• Provides timely responses to customer comments & complaints via telephone or 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 and Vietnamese language.
• 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.