Executive, Customer Service

Harvey Norman MY; Kuala Lumpur; On-site; MYR 24,000 - 36,000; Full time

Job summary

Harvey Norman MY is looking for a dedicated customer service professional in Kuala Lumpur to manage customer inquiries through phone, email, and chat. You will address complaints with empathy and collaborate with teams to improve service quality.

The ideal candidate has strong communication skills, a problem-solving mindset, and is committed to meeting KPIs related to customer satisfaction. If you are inspired to take on this challenge, apply via the provided email.

Qualifications

• Strong communication skills required for responding to customer inquiries.
• Ability to handle complaints with empathy and efficiency.
• Experience in managing escalation tickets effectively.

Responsibilities

• Respond to customer inquiries through multiple channels.
• Provide accurate information about products and services.
• Track and monitor escalated cases for timely resolution.

Job description

• Respond to customer inquiries via phone, email, chat, and other channels in a timely and professional manner.
• Provide accurate information about products, services, and policies.
• Handle and resolve customer complaints with empathy and efficiency.
• Manage escalation tickets by identifying unresolved or complex issues and escalating them to the appropriate department or senior personnel.
• Track and monitor the progress of escalated cases to ensure timely resolution.
• Maintain detailed records of customer interactions, including escalation logs and records.
• Collaborate with internal teams to improve customer service processes and reduce recurring issues.
• Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.
• Provide feedback and suggestions to improve service quality and customer experience.

Inspired to take on this challenge? Email your detailed resume stating your qualifications, working experience, current and expected salaries to:[e-mail]