E- Commerce Customer Service

6 days ago

Kuala Lumpur, Malaysia Canaan Communication & Technologies Sdn Bhd Full time

**The Position**:
**Responsibilities**:

- Manage online platforms and to respond to general enquiries in a friendly and courteous manner.
- Assist customer to place order and escalate to TL for SR voucher requests.
- Ability to identify and notify if item description or website feature/promo is broken or unavailable.
- Exercise decision making skills to determine if customer is entitled to a new voucher code. Agent is responsible to escalate request for voucher to TL.
- Use the available tools to determine if customer requires a new voucher or SR voucher.
- Agent is responsible to verify that the return request is within the stipulated terms and conditions; within 14 days from date of delivery, falls under eligible items.
- Assist to arrange and schedule return pickup for customer.
- Agent to escalate to TL for return pickup issue; pickup failure, returned item delivered to incorrect address
- Agent to raise credit memo in Magento for successful returned item request. Agent is also responsible to leave RMA comment.
- Escalate for payment issues; multiple payment attempts, unsuccessful payment, and successful payment but orders not confirmed.
- Ensure that correct info given to customer for shipping charges and duration. Any deviation to escalate to TL and advice customer accordingly.
- To investigate for wrong size/wrong item delivered/missing item/lost parcel/damaged item delivered issue with the relevant party, i.e,3PL. To escalate based on the severity and case to case basis.
- To guide customer in account registration and other account related enquiries not limited to newsletter subscription setting, address update, password reset
- To guide jobseeker to the correct website and to forward enquiries regarding marketing, partnership, policy, products, staff to 2nd level escalation.
- Timely response of all tickets within the SL of 24 biz hour.
- To perform ad-hoc tasks provided from time to time.

**Qualifications & Skills**:

- Diploma or degree in Business Administration/Commerce/Marketing.
- Speak and write English & Malay excellently.
- Full-Time position.
- Working days - Monday to Friday.
- Working hours - 9am to 6pm.
- Attentive to customer needs.
- Ability to work under pressure.
- Desire to learn.
- Willingness to go the extra mile.
- Extra: experience in Zendesk.
- **The Package**:

- Basic Salary - RM3000.00
- Performance Related Allowance - upon confirmation - every 6 months
- Annual Leave - 12 days
- Medical Leave - 14 days
- Medical Card - Health Insurance

Contract length: 12 months

**Salary**: RM2,800.00 - RM3,000.00 per month

Schedule:

- Rotational shift

Application Question(s):

- Applicants MUST scored an A in English for SPM. Please indicate here.
- Applicants MUST be able to start work IMMEDIATELY. Please indicate here.

**Experience**:

- Customer Care Specialist: 1 year (preferred)

**Language**:

- English FLUENTLY (preferred)

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