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Customer Service Agent

3 months ago

Kuala Lumpur, Kuala Lumpur, Malaysia MY FIMEDIA NETWORK TECHNOLOGY SDN. BHD. Full time
**主要任務:**

為客戶提供協助,有效解決問題,準確處理訂單,維護詳細記錄,與內部團隊合作,持續改善服務交付

**職位描述:**
- 客戶互動:
- 透過即時聊天及時回覆客戶詢問
- 以專業和同理心的方式處理和解決客戶投訴。
- 提供有關產品、服務和政策的準確資訊。
- 訂單處理:
- 協助客戶下單、追蹤和取消訂單。
- 根據公司政策處理退貨和換貨。
- 文件:

- 維護準確、詳細的客戶互動和交易記錄。
- 記錄重複出現的問題並向對應部門報告。
- 客戶教育:
- 向客戶介紹產品功能、促銷和使用情況。
- 提供有關自助服務選項和資源的指導。
- 收集負面回饋並升級至 TL
- 透過 Shopee 或其他平台討論並處理客戶詢問
- 聯絡客戶並跟進社交媒體團隊的升級情況
- 票務平台
- 管理包裹遺失的升級
- 跟進票證狀態至滿意為止
- 管理
- 平台差評
- 透過系統退貨退款
- 退貨退款升級

**要求**
- 有客戶服務或相關領域經驗者優先
- 熟悉客戶關係管理(CRM)系統者優先
- 優秀的中英文口頭和書面溝通能力
- 能夠清晰、簡潔地傳達訊息
- 強大的問題解決能力,能夠解決客戶問題並找到有效的解決方案
- 對客戶的需求和擔憂表現出同理心和理解
- 協作心態和在團隊環境中良好工作的能力
- 願意支持團隊成員並為正向的工作文化做出貢獻