Customer Service

22 hours ago

Bangsar South, Malaysia Brandt International Sdn Bhd Full time

**Job Brief**:
This position will be part of Customer Service which handle inquiries from both Singapore sellers and buyers via various channels. The role reports directly to Team Leader Customer Service.

**Responsibilities**:

- Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfillment related problems and providing support to the customer ensuring a high level of satisfaction.
- Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce
- Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
- Update case details appropriately. eg: Gdocx, Salesforce and etc
- To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc
- To record case details in Customer Relationship Management (CRM)
- Communicate effectively by providing accurate information to the users and external partners such as Ninjavan.
- Ensure resolution of fulfillment related problems and disputes
- Provide an effective solution for customer disputes issue
- Assisting in developing and improving existing dispute process
- To communicate effectively and accurately when communicating with users & stakeholders
- To assist Team Leader to monitor real time performance and initiate appropriate actions
- Assume additional responsibilities as assigned
- Communicate effectively with team members
- To take on ad-hoc projects/assignments
- Undertake any other duties as-and-when assigned by Management.
**Job Requirements**:

- Preferably Executive specializing in Customer Service or equivalent
- Preferably at least 1 year of related working experience in a Contact Centre
- Both fresh graduates or experienced applicants are welcome (we can discuss the entry level based on your previous experience)
- Good communication skills in English, Malay language for both spoken and written. Mandarin is an added advantage
- Business writing skill is mandatory
- Good typing skill
- Strong logical thinking and problem-solving skills at all times
- Able to work independently in a fast paced environment
- Good team player, positive attitude and eager to learn
- Fast learner and able to adapt to changes
- Ability to multi-task, prioritize and manage time effectively
- Demonstrate teamwork all the time
- Willing to work on (24/7) shift, 5 days weekly, 8 hours daily

**Job Types**: Full-time, Contract
Contract length: 12 months

**Salary**: RM2,500.00 - RM3,400.00 per month

Schedule:

- Rotational shift
Supplemental Pay:

- Attendance bonus

**Education**:

- STM/STPM (preferred)

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