Customer Service Executive
6 months ago
**JOB PURPOSE**:
Big Bad Wolf Books is looking for a qualified Customer Support Executive as a representative to offer excellent customer service and after-sales support.
- An outstanding Customer Service Executive should possess a proven track record of successful customer service and management skills.
- The performance of the Customer Service Executive would be measured by the following criteria:
- Number of Support Tickets & Complaints - Customer Satisfaction Score_
- Average Resolution Time - Customer Conversion Rate_
**DUTIES & RESPONSIBILITIES**
Roles and responsibilities may include a variety of duties including, but not limited to:
- Respond to the customers’ inquiries or complaints through phone calls.
- Responsible for providing accurate information on products and services to the customer; this may be extended to other channels (live chat, social media, etc.).
- Possess excellent product knowledge to enhance customer support.
- Handling customers’ refund requests as necessary.
- Consistently meeting individual and team KPIs and goals.
- Maintaining a high degree of integrity and confidentiality - keeping customers’ information confidential at all times.
- Provide support to customer service team members when required.
- Conducting quality assurance surveys with customers to maintain the quality of service.
- Other duties and responsibilities may be assigned by the Management.
**QUALIFICATIONS AND COMPETENCIES**:
- Persuasive communication skills.
- Attentiveness.
- Pleasant and patience.
- Emotional intelligence.
- Creativity and resourcefulness.
- Proactive and able to work independently.
- Time management skills.
- Goal-oriented focus.
- A methodical approach.
- Good command of spoken and written English.
- Proper phone etiquette with excellent interpersonal and active listening skills
- Fast learner with good analytical thinking and problem-solving skills.
- **Fresh graduates are welcome.**:
**Salary**: RM2,800.00 - RM3,200.00 per month
**Benefits**:
- Free parking
- Gym membership
Schedule:
- Day shift
- Monday to Friday
Supplemental pay types:
- Overtime pay
Ability to commute/relocate:
- Shah Alam: Reliably commute or planning to relocate before starting work (required)
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