Customer Support Associate

1 day ago

Kuala Lumpur, Malaysia VALIRAM Full time

**JOB DESCRIPTION**
- Are you a person who loves customer support and wants to be part of our wonderful team?
- Are you passionate, driven, and can deliver outstanding support experiences for customers?
- Are you keen to have a career in Luxury Retail Customer Support?

If YES to all above, its time to match that potential by working with VALIRAM Group, the luxury retail leader in the region.

Start your journey with us
- ______________________________

**What are we offering?**
- Attractive remuneration packages with good benefits and perks for the successful individual.
- Medical, insurance or social security coverage
- Strong learning and development plans for your career growth
- Positive culture for you to work smoothly
- A good working location (accessible via Public Transport)
- Flexible shift working schedule
- Coaching and mentoring by experienced leadership team.
- Join a renowned organisation who are the leaders and trend-setters in the Luxury Retail industry in Southeast Asia.

Together and in continuous collaboration, we will deliver excellent support services for our brands by performing these tasks:

- Deliver excellent experiences to our customers via all relevant communication channels.
- Address customers’ issues swiftly and provide effective solutions towards resolutions
- Drive high self-performance in all measured metrics alongside efficient proactive follow-up internal stakeholders and customers towards case closure within given timelines and standards.
- Share feedback and ideas on tools, resources, procedures, and guidelines to improve daily working capabilities.
- Deliver “Best-In-Class” support services to all our customers via extra mile efforts in day-to-day operations to ensure the unmatched retail brand satisfaction.

**What are the other job specifics?**

**Respond to customer queries**:

- Provide great customer experience via an engaged, personal, courteous, welcoming, caring, professional, and enthusiastic fashion to all customers.
- Be a true brand ambassador by living the brand values in each customer interaction.
- Demonstrate cultural awareness and sensitivity when interacting with customers and colleagues from all over the world.

**Resolve issues**:

- Identify, diagnose, and troubleshoot customer issues (e.g., issues around order fulfilment, payments/billing, account information, etc.) in a careful and vigilant manner and provide general enquiry assistance.
- Escalate any issues that require supervisor, tier 2 assistance correctly and appropriately providing the right level of context and detail.

**Be a great team member**:

- Demonstrate consistent, reliable attendance and schedule adherence with a positive, constructive, and enthusiastic attitude.
- Give and receive performance feedback with teammates, supervisors, and colleagues regularly to continue to improve your skills and knowledge.
- Stay up to date on official information related to the brand, promotions, and the various support systems in use.

And attend to any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, execution and continual improvement of the daily operations.

**What are the role requirements?**
- You have great communication skills, among which the ability to convey information concisely

and clearly in a friendly and professional manner.
- You have great problem-solving skills and the ability to search for and quickly take in all

necessary information to help you solve the customer’s issue
- You love communicating via chat/DM and are as natural in that as in a regular conversation.
- You have great typing skills (ideally scores at or above 36WPM) and excellent written communication skills - good grammar and spelling, clear and concise writing that adds to an efficient resolution for the customer requests.
- You have experience within the premium retail industry (added advantage)
- You have a basic understanding of computer, device, and e-commerce/online shopping brands in the market today.
- You have previous experience in the customer support area.
- Excellent command of the following languages in all forms - reading, writing and speaking: English and Bahasa Malaysia or, Mandarin or, Thai or, Bahasa Indonesia.
- Possesses a customer support mindset with excellent communication etiquette while being attentive to detail
- Independent and self-motivated.

**What are the brands you will be supporting???**

We serve some of the World’s Best Global Luxury Retail fashion, beauty, fragrance brands focused in many South-East Asian countries and Australia.

**Other requirements**:

- Resilient - They Don't Give Up Easily
- Curious - They Ask Rather Than Tell
- Agile - They Are Fast And Responsive
- Accountable - They Take Ownership
- Lead with Integrity - How They Act When No One Is Watching
- Positive - They See The Glass Half Full
- Customer Centr

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