Customer Service Specialist

3 weeks ago

Petaling Jaya, Malaysia FrieslandCampina Full time

The role is responsible for managing consumer service operation and take ownership in providing excellent consumer service experience. You play an important role in ensuring our consumers receive excellent service and support throughout their interactions with the organisation. You will be responsible for ensuring the delivery of great service and support to our consumers. You will oversee various consumer service activities, including handling inquiries, resolving complaints, and managing consumer feedback. You must have excellent communication skills, possess empathy, patient, and can understand consumer’s perspectives. You will engage with diverse consumers and internal stakeholders from various departments within the organisation to ensure that consumer feedback is addressed in the most appropriate way.

What we ask
- Minimum 8 years of working experience and relevant track record in consumer/customer service.
- Has good and thorough understanding of consumer service principles, including techniques for handling consumer inquiries, complaints, and providing exceptional good service.
- Strong communication skills, including active listening, effective verbal and written communication, and the ability to adapt communication styles to different consumer needs and preferences.
- Proficient in conflict resolution techniques and problem-solving methodologies to address consumer complaints and resolve issues in a timely and satisfactory manner.
- Patient, possess empathy and can understand consumer’s perspectives, even in challenging situations. Remain patient and composed (both in verbal and written communication) when dealing with difficult or upset consumer, ensuring a positive consumer experience.
- Strong communicator to various levels as well as business departments.
- Familiar with consumer relationship management system and tools to manage consumer interactions, track consumer data, and analyze metrics will be added advantages.
- Fluent in English, Malay and Chinese languages (additional language skills are a plus), both in verbal and written, with the ability to effectively engage with consumers and internal teams.
- A team player with positive mindset and able to work in a multi-disciplinary matrix organization. Someone who ‘promises to deliver and delivers to their promise’.

What we offer
- Competitive salary and work benefit package
- Passionate, energetic and innovative work culture
- Outstanding career growth and development opportunities
- Join a high performing team
- Vacancy description- Serve as the main point of contact for consumer whenever consumer reach out, managing consumer requests for information, support or complaint and deliver optimal consumer service experience aligned to agreed ways of working and best practices.
- Collaborate with internal teams such as quality assurance & control, sales, marketing, and corporate affairs to ensure consumer’s inquiries/feedback/complaints are attended and managed in the most appropriate way and timely manner.
- Oversee various consumer service channels, including handling inquiries and resolving complaints. Guide and work alongside Consumer Service Assistant to deliver best in class consumer service.
- Develop and implement consumer service policies, procedures, and standards to ensure consistent consumer service delivery.
- Handle escalated consumer inquiries and complaints, ensuring prompt and satisfactory resolution.
- Report and monitor consumer service metrics, such as response time, resolution rate, and consumer satisfaction, and identify areas for improvement. Work with Data Analyst to identify trends and implement strategies to improve consumer satisfaction.
- Must have in-depth knowledge of the company's products to effectively address consumer’s inquiries/feedback/complaints.

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