Executive, Customer Services (Office Hour)

Be International Marketing Sdn. Bhd.; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A customer service-oriented company in Kuala Lumpur is looking for an Executive in Customer Services to interact with customers and agents, providing assistance and resolving issues. Candidates should have 1-2 years of experience in customer service, be proficient with CRM tools and MS Office, and possess strong communication skills. The role involves handling inquiries across various channels, ensuring customer satisfaction, and supporting management when required. This position offers a structured schedule from Monday to Friday.

Qualifications

• 1-2 years of customer service experience, preferably in MLM/Direct Selling.
• Proficient in verbal and written English; additional languages are a plus.
• Able to work independently with minimum supervision.

Responsibilities

• Respond promptly to inquiries from customers and IBOs via calls and emails.
• Educate customers about products and marketing plans.
• Efficiently handle and resolve complaints aiming for first-call resolution.

Skills

Customer service experience

Problem-solving skills

Interpersonal skills

Communication in English

Service-oriented mentality

Tools

CRM tools

Salesforce

MS Office

Job description

Executive, Customer Services (Office Hour)

The role involves interacting with customers referring to our agents, known as Independent Business Owners (IBO) to address their concerns, answer questions, and assist with their needs. It also supports department management in ensuring efficiency, organization, customer satisfaction, and loyalty.

Responsibilities

• Handling Customer or agents (IBO) Inquiries: Respond promptly and professionally to inquiries from customers and IBOs via phone (inbound/outbound), email, live chat, and social media, ensuring compliance with established service-level agreements (SLAs).
• Providing Product/Service Information: Educate customers or agents (IBO) about the products and the related information, the marketing plan, rules, regulations, and policies to expedite decision-making for member inquiries.
• Resolving Issues: Efficiently handle and resolve complaints and issues, striving for first-call resolution and conducting necessary follow-up with customers or agents (IBO) via calls and emails.
• Handling Escalations: Identify and escalate complex issues or unresolved cases to relevant departments or management, while maintaining effective communication and case ownership throughout the process.
• Ensuring Customer or agents (IBO) Satisfaction: Follow up with customers or agents (IBO) to ensure their issues are resolved and they are satisfied with the service provided.
• Administrative Support & Events: Assist with ad-hoc tasks or projects assigned by the management team. Provide support during company events, functions, or campaigns as needed.

Qualifications & Requirements

• At least 1-2 years of customer service experience, preferably in MLM/Direct Selling.
• Familiar with tools such as ticketing systems, CRM, Salesforce, etc.
• Proficient in MS Office applications (Word, Excel, PowerPoint).
• Proficient in verbal and written English; Bahasa Malaysia and Mandarin or Cantonese are an added advantage.
• Empathy, patience, effective problem-solving skills, and negotiation skills.
• Pleasant personality with excellent interpersonal skills.
• Service-oriented with a positive mindset.
• Able to work independently with minimum supervision.

Work Details

• Work location: Bukit Jalil (nearby Pavilion Bukit Jalil)
• Working days: Monday to Friday (9am - 6pm)

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