Customer Service Officer

7 months ago

Kuala Lumpur, Malaysia Cartrack Malaysia Sdn Bhd Full time

The person aspiring to work as Control Room Agent/ Customer Representative should expect to perform the responsibilities, duties, and tasks given. He/she is responsible for providing customer support on any issues within the organization - this could be by telephone, internet, or a face to face support. They can also be referred to as the basic point of contact a customer makes with the organization and every firm depends on their expertise in variety of tasks, like project management and consulting.

**Responsibilities**:

- Ensure that the company’s customer database is properly entered and kept in a way that whenever any information is needed in the future, it can be easily accessed;
- Ensure customer care service standard of the company is strictly adhered to by every customer service personnel;
- Ensure the processing of orders, preparation of correspondence, and fulfilment of customer needs to ensure that the customer leaves satisfied;
- Ensure the performing role is expected to be familiar and knowledgeable about the products and services offered by the company;
- Report to the Operational Executive and is responsible for performing a variety of duties which can be termed complicated for the regular customer service staff, oversees the answering of phone calls from customers, whether it is for taking orders, resolving complaints, answering queries and providing information;
- Ensure that every customer or client that steps into the organization is attended to in the most professional and polite way possible and to use whatever means possible, together with the highest possible standards to ensure a maximum satisfaction of customers;
- Ensure that several competencies and levels of proficiency that are always associated with this position; these competencies are meant to enhance the person holding the position in major role, which is customer support function;
- Ensure that the support can be by telephone, through the internet using the various available social media and/or through physical interaction;
- Participate in recruiting and training of fresh customer service employees;
- Respond to inquiries and queries from customers and provide a thorough and speedy resolve;
- Handle complicated and unresolved issues from less experienced personnel;
- Deliver appropriate and relevant information, and when not in the position to, refers customer(s) to appropriate department;
- Supervise the activities of lesser customer service representatives in the accomplishment of customer care goals;
- Develop strategies and plans for customer support;
- Participate in implementation or improvement of initiatives associated with customer service;
- Establish standards for best customer support practices;
- Offers advice on the incorporation of technology in current and planned customer support strategies of the organization;
- Investigate and respond to every inquiry and complaints from customer regarding company’s product and possibly its shipment;
- Manage a train of customer service personnel;
- Prepare correspondence and processes orders;
- Ensure satisfaction of customer needs to the best possible way.

**Requirements**:

- Escalates enquiries or issues to relevant departments and ensure proper follow-up;
- Ensure quality customer service and maintaining good phone etiquette;
- Provide customer support activities;
- Manage and process sales agreement;
- Schedule of all fitments;
- Assist with any administrative duties and to perform any ad-hoc duties, as and when required.

**Salary**: RM3,000.00 - RM4,000.00 per month

**Benefits**:

- Health insurance

Schedule:

- Day shift
- Monday to Friday

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer Care Specialist: 1 year (preferred)

**Language**:

- Mandarin (preferred)
- Bahasa (preferred)

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