Executive - Customer Care Resolution Owner (English, Mandarin and Cantonese Language Support)

1 week ago

Kuala Lumpur, Malaysia Scicom Full time

**Responsibilities of the Role**:

- Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
- Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
- Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
- Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
- Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
- Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
- Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
- Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
- Manage and drive DOA and OBF cases (HKTW region).
- Manage Ad-Hoc customer service-related projects (Country: SG, MY & PH).
- Record the case chronology with dates in GTAP CX Database daily on the cases managed.
- Manage social media/DOA/SG OBF Cases, GTAP CX Mailbox, Rejections.

**Requirements for the Role**:

- Degree, Diploma, or an equivalent professional qualification.
- A high degree of integrity and professionalism with leadership traits.
- Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
- Ability to work in a challenging environment with good initiative and able to work independently.
- Ability to manage multiple customer communication channels and resolve issues promptly.
- Proficient in both spoken and written English, Mandarin and Cantonese language.

**The Package**:

- Attractive Salary.
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Kuala Lumpur.

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