Executive Customer Service (Mother ONLY)

Scicom; Malaysia; Hybrid; MYR 26,000 - 41,000; Full time

Benefits offered by this job

EPF

Socso

Medical Benefit is provided

Annual Leave - 15 days

Job summary

Scicom is seeking an Executive Customer Service (Mother ONLY) to handle inbound inquiries from Malaysia and Singapore. This hybrid role requires customer-focused communication and teamwork with a mix of day and shift hours.

Ideal candidates have a minimum diploma or degree and at least 1 year in customer service, with strong English and Bahasa Malaysia. Mandarin is a bonus. Competitive benefits apply.

Qualifications

• SPM/STPM/ Diploma or Degree in any discipline.
• Good command of spoken and written English and Bahasa Malaysia; Mandarin is an advantage.
• This position is available for mothers only.
• Customer service oriented with at least 1 year experience.
• Excellent communication, problem solving and people skills.
• Able to work independently as well as a team.
• Able to work on shift (weekends/public holidays if required).

Responsibilities

• Take incoming telephone enquiries, problems or complaints from customers in Malaysia and Singapore and resolve the issue quickly.
• Work as part of a team of Customer Service Executives, Specialist – Operations and Assistant Manager.
• Use listening and questioning skills with empathy to gather relevant information.
• Follow procedures and resolve customer queries during the call.
• Meet productivity and quality standards (log-on time, talk time, CSAT).
• Ensure information is captured on internal systems for colleagues to understand the call.
• Make ad-hoc outgoing calls to resolve outstanding queries.
• Support and enhance our client’s brand through telephone interactions.
• Participate in team meetings, provide feedback and implement suggestions from the Manager.
• Elevate unresolved issues to the Assistant Manager when needed.
• Undertake admin tasks and identify areas for service improvement with recommendations.

Skills

Customer service

Communication

Problem solving

Teamwork

Shift work

Education

SPM/STPM/Diploma/Degree

Job description

Executive Customer Service (Mother ONLY)

Hybrid

1. 1) To take incoming telephone enquiries, problems or complaints from customers in Malaysia and Singapore relating to a range of specified client products or services, with the objective of resolving the customer’s issue as quickly as possible.
2. 2) To work as part of a team of Customer Service Executives, Specialist – Operations and Assistant Manager.
3. 3) Using appropriate listening skills, questioning skills and empathy skills to gather the relevant information relating to the customer’s concern.
4. 4) Use the agreed procedures and attempt to resolve any customer query or concern in the course of the phone call.
5. 5) To work to agreed productivity and quality standards (e.g. log-on time, talk time, customer satisfaction monitors).
6. 6) To ensure information is captured on internal systems so that a colleague can understand what has occurred and has been agreed to on the call.
7. 7) To make any ad-hoc outgoing calls to customers as required resolving an outstanding query.
8. 8) To recognize the importance of the telephone calls as a way of supporting and enhancing our client’s brand.
9. 9) To participate fully in the team, taking part in regular team meetings and buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
10. 10) To respond positively and openly to feedback from the Assistant Manager and colleagues and put into practice advice on how to improve.
11. 11) To elevate any queries or unresolved issues that cannot be completed within the agreed procedures.
12. 12) To undertake any administration tasks delegated by the Assistant Manager.
13. 13) To proactively identify areas for service and procedural improvement and make recommendations to the Assistant Manager.

Qualifications / Work experience /Skills:

1. 1) SPM /STPM / Diploma /Degree in any discipline.
2. 2) Good command of spoken and written English and Bahasa Malaysia; Ability to read, write & speak Mandarin is an advantage
3. 3) This position is available for mothers only.
4. 4) Customer service oriented preferably with at least 1 year working experience in customer service
5. 5) Display excellent communication, problem solving and people skills.
6. 6) Able to work independently as well as a team player.
7. 7) Able to work on shift (include weekends and public holidays if required)

Working Hours: 8:30 AM -5:30 PM/ 9:00AM - 6:00PM

Operating Days : 5 days a week (Monday - Friday)

Benefits:

• EPF
• Socso
• Medical Benefit is provided
• Annual Leave - 15 days