Customer Service Representative

7 days ago


Cyberjaya, Selangor, Malaysia NES Fircroft Full time

Purpose:


The Customer Success Specialist supports our customer's daily operations, delivering all relevant services to the customer from product ordering till collection of cash.

The Customer Success Specialist owns contract management, pricing, ordering, delivery, invoicing and cash collection process. This role makes sure Customers find it easy to do business by providing a best-in-market customer experience.

Accountabilities:
1.
Customer Enquiries

  • Handle a range of frontline Customer enquiries within the agreed processes and ways of working, including:
  • Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required
  • Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes
2.
Loyalty Management

  • Manage the Retail Loyalty Customer Experience
  • Handle transaction queries, selfserve queries and general loyalty related enquiries
  • Process Customer loyalty registration and personal data management, channel preference modification
  • Perform compliance checks on fraud and manual data quality control
  • Support the redeeming and transferring of Customer Loyalty points
  • Manage the lost/stolen/forgotten cards process
  • Resolve Loyalty complaints
3.
Process and Administrative Work

  • Acquire an indepth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other
  • Support Data Integrity Management, by embedding right firsttime accountability and ownership of Customer data quality inputted at system
  • Collaborate with third party logistics companies

Requirements:

  • Bachelor's degree preferred (Business related major) or equivalent experience
  • Previous experience in Customer service or Fresh graduates with less than 1 year working experience
  • Possess strong leadership and teamworkbased experience
  • Strong proficiency (Read/Write/Speak) in English & Malay Other Skills & Competence Requirements (Bahasa Indonesia)
  • Possess a strong Customer service ethic and ability to understand, meet and champion the Customer's needs, while staying within the policies and procedures
  • Liaise with internal interfaces within the agreed processes and ways of working

Job Type:
Contract

Salary:
From RM2,600.00 per month

Schedule:

  • Fixed shift
  • Monday to Friday

Education:

  • Bachelor's (required)

Experience:

  • Customer service: 1 year (preferred)

Language:

  • Indonesian (required)


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