Follow Standard Operating Procedures and, resolve Customer Complaints promptly
Answer to / manage (various) Customers Queries via CRM Tools / Hotline (incoming calls)
Monitor & follow up with the relevant department/s on escalated cases that require clarification updates
Adhere to work reporting schedules, carry out instructions and any other ad-hoc duties assigned/given by CS Team Leader / Manager
Support departmental Key Performance Indicators set by Management
Ensure a positive client experience by following up and resolving customer service-related issues in an appropriate and timely manner
Competencies
Attention to Detail The job requires being careful about detail and thorough in completing work tasks.
Communication and interpersonal skills The job requires being a skilled negotiator, listener, and agile speaker to address concerns across all levels of people.
Customer-focused orientation The job requires being customer-focused, involves ensuring that all aspects of the company put its customers satisfaction first.
Mental strength/Stress tolerance The job requires the capacity to endure pressure or uncertainty without becoming negative towards self or others.
Teamwork The job requires a great amount of collaboration to work and perform more efficiently in a team.
Proficient in Bahasa Melayu, English and Mandarin, as it may be necessary to read guidelines written in different languages.
