Customer Service Professional

3 days ago


Kuala Lumpur, Kuala Lumpur, Malaysia Recooty Full time

The Role Overview:

As a key member of the Recooty team, you will be responsible for delivering exceptional customer experiences through effective communication and issue resolution. Your primary focus will be to represent Recooty professionally in all interactions with customers, ensuring clarity, professionalism, and a positive outcome.

The Key Responsibilities:

  • Customer Interaction: Represent Recooty in all customer communications, including phone, email, chat, walk-ins, and social media, maintaining a high level of professionalism and clarity.
  • Issue Resolution: Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
  • Collaboration: Work closely with other teams to investigate and resolve customer complaints, offering solutions that meet or exceed customer expectations.
  • Returns and Refunds: Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
  • Social Media Management: Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance Recooty's online presence and reputation.
  • Customer Claims: Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
  • Process Improvement: Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
  • Reporting: Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.

The Requirements:

To excel in this role, you must possess:

  • A degree, diploma, or equivalent professional qualification.
  • An excellent command of spoken and written English & Vietnamese language.
  • A high degree of integrity and professionalism with leadership traits.
  • Dynamic, highly motivated, and result-oriented teamwork skills with good interpersonal skills.
  • Ability to work in a challenging environment with good initiative and independence.

The Benefits:

  • An attractive basic salary.
  • Performance-related bonus for confirmed staff.
  • Annual leave 15 days.
  • Medical leave 14 days.
  • Medical and hospitalization coverage.


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