Executive, Customer Service

Under Armour, Inc; Kuala Lumpur; On-site; MYR 30,000 - 45,000; Full time

Job summary

A leading sports apparel company in Kuala Lumpur is seeking an Executive, Customer Service to manage customer inquiries through calls, live chat, and emails. The ideal candidate will have a diploma in business administration and at least 2 years of customer service experience, with strong proficiency in English and Bahasa Melayu. This role involves ensuring high customer satisfaction and resolving issues effectively.

Qualifications

• Minimum 2 years of customer service experience handling email, phone, live chat and social media channels.
• Ability to multi-task and work under tight deadlines.
• Prior knowledge of Salesforce is an advantage.

Responsibilities

• Act as a liaison and provide product and service information.
• Ensure customer satisfaction and provide professional customer support.
• Handle escalated complaints and feedback from customers.

Skills

Customer service experience

Excellent communication skills

Strong language proficiency in English

Strong language proficiency in Bahasa Melayu

Organizational skills

Interpersonal skills

Education

Minimum Diploma in business administration

Tools

Salesforce

Job description

Select how often (in days) to receive an alert:

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

Overview

The Executive, Customer Service will act as a liaison, provide product and service information and resolve any emerging problems that our South APAC (SG, MY, HK, ID, PH, TH) customers might face with accuracy and efficiency. He/she will also be responsible to ensure excellent service standards, respond efficiently to customer inquiries via calls, live chat and emails to maintain high customer satisfaction.

Your Impact

• Customer Experience Management
• Take ownership of customers’ issues and follow problems through to resolution
• Ensure customer satisfaction and provide professional customer support
• Handle escalated complaints and feedback from customers
• Keep accurate records and document customer service actions and discussions in the call centre database in a comprehensive manner
• Manage orders via the system according to customer’s request
• Liaise with internal and external stakeholders to resolve customer issues

Improvement to Company Branding

• Build sustainable relationships and engagement with customers
• Gather and bring up customer feedback on products, sales and marketing team

Knowledge Sharing

• Share effective workarounds and knowledge with team members

Qualifications

• Minimum Diploma in business administration or related field preferred
• 2 years of customer service experience handling email, phone, live chat and social media channels.
• Excellent communication skills, with the ability to multi-task and work under tight deadlines
• Strong language proficiency in both spoken and written English and Bahasa Melayu is essential, as the customer service team handles regional customers from Hong Kong, Indonesia, Malaysia, Singapore, Thailand, and other markets.
• Prior knowledge of Salesforce is an advantage
• Excellent organizational skills with great attention to detail
• Motivated, independent, and resourceful to provide solutions to customer
• Strong interpersonal skills with the ability to build strong and sustainable working relationships with internal and external stakeholders

Relocation

• No relocation provided

Our Commitment to Equal Opportunity

At Under Armour, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion or belief, sex, pregnancy (including childbirth, lactation and related medical conditions), national origin, age, physical and mental disability, marital status, sexual orientation, gender identity, gender expression, genetic information (including characteristics and testing), military and veteran status, family or paternal status and any other characteristic protected by applicable law. Under Armour seeks to recruit, develop and retain the most talented people representing a wide variety of backgrounds and perspectives. If a reasonable accommodation is needed to participate in the job application or interview process, please contact our Human Resources team via [e-mail].