Customer Service Executive

4 months ago

Ara Damansara, Malaysia Agensi Pekerjaan Permit Pro Consultancy Sdn Bhd Full time

**Job Description, Job Requirements, Qualifications & Skills**:

- CII / BIS-D / BIS-O
- Inbound & Outbound Calls
- Liaise with Business Unit on status of service request
- Filter calls that do not need engineer on site and perform FCR & Dispatch Engineer on-site for hardware related issues
- Filter call base on product and require different assistance such as software help and to transfer to the department in charge
- Handle calls from Sales & Main Line
- Enquiries on Paper, Toner, Staples and others
- Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other products
- Enquiries on eShop Web Portal online purchase and delivery matters
- Enquiries on indoor service repair status and related matters and enquiries on gift redemptions
- Enquiries on training related matters
- Assisting customer to registering product warranty online & receive enquiries on consumable and process consumable orders & Help customers with basic ‘how to’ guides & Other administrative matters
- Any assignment as assigned by the immediate superior or HOD
- Assist Service Mailbox enquiries and replies
- Handle Inbound & Outbound Calls for Main Line and Operator queue & Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries & send sales lead to the respective sales team
- Raise escalation for the relevant Business Unit for resolution
- Accurately record and update customers’ cases into CRM and trackers following appropriate processes
- Provide accurate and understandable information to all customers and support partners
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow through in all cases
- Ensure all follow ups are done in a timely manner
- Ensure all SLA’s are met appropriately
- Maintain high level of customer satisfaction whilst maintain a professional manner
- Be familiar with all policy, processes, and product knowledge and escalation paths
- Remain polite, patient and courteous with customer throughout the experience
- Ensure the end to end experience for all customers is at a high level of customer satisfaction

**Job Type**: Contract
Contract length: 12 months

Pay: RM3,000.00 per month

Schedule:

- Monday to Friday
- Weekend jobs

Supplemental pay types:

- Commission pay

**Language**:

- Bahasa, English & Mandarin (required)

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