Customer Care Officer

Sime Darby; Selangor; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading service provider in Malaysia is seeking a Customer Service Executive to secure service appointments and handle inbound and outbound communications. The ideal candidate must possess SPM qualifications and be fluent in English and Bahasa Malaysia, with Mandarin fluency considered an asset. Responsibilities include managing email inquiries, live chats, and customer feedback surveys, while ensuring data accuracy in the CRM system. Experience in customer service is desired, making this an excellent opportunity for motivated individuals looking to advance their careers.

Qualifications

• At least 2 years of working experience in Customer Service.
• Proficiency in English, Mandarin is an advantage.

Responsibilities

• Secure service appointments from various inbound/outbound sources to meet KPIs.
• Handle inbound and outbound calls.
• Communicate with customers through email and live chats.

Skills

Fluent in English

Fluent in Bahasa Malaysia

Fluency in Mandarin

Customer service skills

Education

SPM qualifications

Job description

Secure service appointments from various inbound/outbound surces to meet and exceed KPIs

Attending Inbound calls

Perform outbound calls based on tasks assigned

Attending e-mail enquiries - Communication with out customers and attending to all enquiries through email function

Attending Live Chats enquiries - Communicating with our customers and attending to all enquiries through all available chat functions

Complaint Handling/Management - Verify, highlight and elevate complaints to the relevant department for their immediate attention and action and logging the same in our system for follow-up

CRM Data Validation - Ensuring customer data accuracy within our database

Leads Verification - Verify leads received from various sources and update the same for reporting purposes

Voice of Customer (VOC) Surveying - Performing customer satisfaction surveys to our customers

Perform other ad hoc duties as assigned by management which may vary from time to time

Knowledge & Skill

Possess at least SPM qualifications

Fluent in English and Bahasa Malaysia (Speaking, Writing and Reading)

Fluency in Mandarin is a benefit but not mandatory

Preferably at least 2 years of working experience in Customer Service