Multilingual Customer Support Specialist

CIP Group; Kuala Lumpur; On-site; MYR 36,000 - 58,000; Full time

Benefits offered by this job

EPF

SOCSO

Annual Leave

Medical Leave

Job summary

CIP Group in Kuala Lumpur is seeking a customer service professional to handle inquiries by phone and email, deliver accurate information about products and services, and build strong relationships with customers.

You will use CRM to track interactions and follow up on cases, resolve complaints with professionalism, and collaborate with sales, logistics, and support teams to ensure a seamless customer experience. Fluency in English, Mandarin, and Bahasa Malaysia is essential.

Qualifications

• Handle customer inquiries via phone, and email, providing accurate and timely information about products and services.
• Build and maintain strong customer relationships by actively listening to their needs and concerns offering personalized solutions.
• Utilize Customer Relationship Management (CRM) software to track customer interactions, manage cases, and ensure follow-up actions are completed.
• Effectively resolve customer complaints and conflicts with a calm and professional demeanor, aiming for customer satisfaction and retention.
• Demonstrate in-depth product knowledge to assist customers with product selection, usage, and troubleshooting.
• Collaborate with internal teams, such as sales team, logistics and warehouse team, to address complex customer issues and ensure a seamless customer experience.
• Manage time effectively to handle a high volume of customer interactions while maintaining service quality and meeting performance targets.
• Maintain a positive and empathetic attitude, representing the company brand with professionalism and dedication.
• Fluency in English, Mandarin, and Bahasa Malaysia is essential for effective communication with a diverse customer base.

Responsibilities

• Serve as the primary point of contact for customer inquiries, providing timely and accurate information regarding products, services, complaints and order status via phone, and email.
• Build and maintain strong customer relationships by actively listening to their needs, understanding their concerns, and offering personalized solutions to enhance their overall experience.
• Proactively identify and resolve customer issues and complaints, employing effective problem-solving and conflict resolution techniques to ensure customer satisfaction and retention.
• Accurately document all customer interactions, feedback, and resolutions in the Customer Relationship Management (CRM) system, ensuring data integrity and providing insights for service improvement.
• Collaborate with internal departments, such as sales, logistics, and technical support, to address complex customer needs and ensure seamless service delivery.
• Develop and maintain a comprehensive understanding of the company's product portfolio and service offerings to effectively answer customer questions and provide relevant recommendations.
• Contribute to team goals by actively participating in training sessions, sharing best practices, and assisting colleagues to foster a supportive and high-performing customer service environment.

Skills

Communication skills

Customer service

Active listening

Problem solving

Team collaboration

Tools

CRM software

Microsoft Office

Job description

CIP Group in Kuala Lumpur is seeking a customer service professional to handle inquiries by phone and email, deliver accurate information about products and services, and build strong relationships with customers.

You will use CRM to track interactions and follow up on cases, resolve complaints with professionalism, and collaborate with sales, logistics, and support teams to ensure a seamless customer experience. Fluency in English, Mandarin, and Bahasa Malaysia is essential.