Customer Support Specialist

1 week ago


Petaling Jaya, Selangor, Malaysia B2B Commerce (M) Sdn Bhd Full time

This is a role as a Customer Service Executive at B2B Commerce (M) Sdn Bhd, where you'll help customers resolve issues and navigate our system. You might like this job because you enjoy assisting others and learning about new products while keeping things running smoothly.

Key Responsibilities
  • We ensure that incidents are logged and updated in the helpdesk ticketing system to maintain transparency and efficiency.
  • Achieving a good understanding of product features enables us to provide effective solutions to customers.
  • Guiding suppliers and buyers on portal usage and process enhances their experience and ensures seamless interaction with our system.
  • We provide service provisioning and training for suppliers to empower them in using our platform effectively.
  • Assisting buyers and suppliers with enquiries on business/trading processes helps build trust and strengthens relationships.
  • Responding to inbound and outbound calls in a professional manner provides customers with solutions and advice, ensuring their needs are met.
  • Troubleshooting and resolving suppliers' issues within system accessibility ensures minimal disruption to their operations.
  • We maintain high service quality levels by handling all issues in a timely manner, ensuring customer satisfaction.
  • Escalating clients' requests and complaints to appropriate specialists ensures that complex issues are addressed promptly and efficiently.
  • Updating clients about their request and feedback status accordingly maintains transparency and builds trust.
  • Gathering client feedback, identifying problem trends, and reporting to supervisors for discussion or service enhancement helps improve our services continuously.
  • We perform other related duties on an ad hoc basis to meet the evolving needs of our customers.
Requirements
  • Candidates must possess at least a Diploma in any field to demonstrate their academic foundation.
  • At least 1-3 years of working experience in the related field (Helpdesk or Call-Centre) is an added advantage for this position.
  • Preferably Executives specializing in Customer Service or equivalent have the necessary skills and knowledge to excel in this role.
  • Effective communication, both written and verbally, is crucial for success in this position.
  • The ability to focus in a dynamic work environment and thrive while responding to evolving product inquiries is essential.
  • Courteousness with a strong customer service orientation is vital for building trust with our customers.
  • Knowledge in e-Commerce will be an added advantage in providing innovative solutions to customers.
  • Ability to work as a team member, as well as independently, ensures collaboration and adaptability in a fast-paced environment.


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