Community Customer Service Agent

2 weeks ago

Kuala Lumpur, Malaysia Brandt International Sdn Bhd Full time

Job Description:

- Provide timely and accurate responses to users inquiries, addressing their questions, concerns, and technical issues related to products, services, or policies.
- Demonstrate in-depth knowledge and understanding of the organization's products knowledge, services, and community guidelines to effectively assist customers and ensure compliance.
- Troubleshoot and resolve customer issues, escalating complex cases to senior support agents (CCS SEAL) or other teams as necessary, while maintaining ownership of the case until resolution.
- Proactively monitor community Group and social media platforms to identify and address emerging trends, issues, or potential customer concerns.
- Collaborate with cross-functional teams such as Seller Ops, Marketing, and provide feedback, suggest improvements, and advocate for users needs and preferences.
- Encourage positive relationships with community members by being approachable, empathetic, and attentive to their needs. Building trust and rapport is crucial to creating a supportive and engaged community
- Contribute to the development and maintenance of the organization's knowledge base, community resources, and self-help materials to facilitate Users self-service.
- Stay up to date with industry trends, product updates, and users feedback to continuously improve customer support processes and contribute to the growth of the organization.

Job Requirements:

- Previous experience in customer service, User experience, Seller Ops or community support roles within minimum 1 to 2 year experience is highly preferred.
- Strong communication skills, both written and verbal, with the ability to convey complex information in a clear and concise manner.
- Excellent problem-solving and decision-making skills to provide accurate and effective solutions to customer inquiries.
- Empathy, patience, and a customer-centric mindset to handle User concerns regardless buyer or seller and provide exceptional service.
- Ability to work in a fast-paced environment and effectively manage multiple customer interactions simultaneously.
- Familiarity with Excel or Google Sheet, and basic understanding of CRM tools.
- Ability to work independently and collaboratively within a team to achieve common goals.
- Flexibility to adapt to changing priorities, users needs, and work schedules, including occasional weekends or evenings.
- Passion for building and nurturing online communities, promoting positive interactions, and driving customer satisfaction.
- Fresh graduates are encouraged to apply
- Good communication skills in English, Malay, Mandarin (an advantage) language for both spoken and written

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