Customer Support Executive

2 weeks ago

Malaysia Mednefits Full time

Get to know us:
At Mednefits, we’re on the mission to build the future infrastructure of employee benefits to make it easier for employers to take care of their employees. Our platform connects employees with the essential benefits they need. Enabled by tech and championed by employee health, we invite you on this exciting journey

Values are more important to us than rules. We want to empower our people to think creatively, take ownership in everything they do, and dare to try something new. If you’re up for a rewarding challenge, we’d love to hear from you.

We are looking for a Customer Support Executive to join our Customer Support team. Our Customer Support Team serves a daily role in contributing to a core strength and service with a clear vision and a focus on efficient and satisfying customer support.

What you'll own:

- Handle inquiries, and complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution.
- Provide high-quality service to achieve maximum customer satisfaction by resolving customer queries at first contact where possible.
- Demonstrate empathy while listening to customers and establishing their needs in order to offer relevant services and solutions.
- Keeping records of customer interactions, comments, and issues on the customer support ticketing system (e.g. HappyFox/Aircall).
- Taking ownership of the key performance metrics (e.g. SLA performance) and reporting to the team on the progress.
- Identifying bug issues accurately and communicating this with relevant teams (e.g. Product and Tech team).
- Providing feedback on the recurring issues raised by customers and suggestions on product improvements.

What you'll need:

- Have great written and verbal communication skills (English, Chinese, and Bahasa Melayu) and are able to maintain a friendly and engaging tone that reflects our brand.
- Love making things easier for customers and colleagues and are devoted to meeting the community’s needs - You are inquisitive about feedback and take initiative to propose improvements.
- Stay positive and thrive under pressure with a little bit of chaos.
- Stand by the old saying “Patience is a virtue” and seek to empower and educate customers when they get confused.
- Meticulous, organised, and great at dealing with information from various sources to communicate with the different relevant teams.
- Comfortable being in a fast-paced and collaborative environment.
- Fresh graduates or one year of professional work experience.
- Prefer prior experience working in customer support and/or tech company.
- Diploma or Degree in any fields.

What we promise:

- An environment that values and fosters a growth mindset
- Openness to failures - in fact, it’s expected
- An honest (yet collaborative) team that you can learn and enjoy working with
- Hybrid work arrangement to allow better work-life balance
- A rewarding opportunity to join Mednefits in its journey to positively disrupt and evolve the Employee Benefits Market

Join the mednefits family

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