Customer Support Officer

2 weeks ago

Semenyih, Malaysia BLYON GROUP BERHAD Full time

Job Functions
- Establish and implement the process flow of the pre-sale, in-sale and after-sale of e-commerce.
- Utilize Customer Service and web technologies to increase consumer satisfaction.
- Responsible for the KPI system planning of customer service, setting reasonable evaluation indicators and monitoring operations, and achieving continuous improvement of customer service indicators.
- Establishing an effective communication mechanism with cross-functional teams and third parties, including courier service and warehouse, to resolve and QA site issues related to Customer Care, Orders and/ or Returns.
- Be responsible for the end to end customer contact processes and their associated customer experience, supporting cross company initiatives to drive improvements and improve efficiency.
- Act as interface between buyer and seller, setting realistic expectations, resolving fulfilment related problems and providing support to customer ensuring a high level of satisfaction
- Take ownership, log, and co-ordinate all related queries and request from customers.
- Follow up and solve incidents; escalate incidents to when unable to resolve and ensuring that service quality levels meet expectations.
- Any other marketing tasks assigned by the management.
- To undertake special projects and ad-hoc duties as and when necessary.

**Company description**:
TO CARRY ON THE BUSINESS OF PROVIDING MOBILE PHONE ELECTRONIC COMMERCE (ECOMMERCE) OR ELECTRONIC MARKET PLACE (EMARKETPLACE) APPLICATION PLATFORMS
THROUGH MOBILE APPLICATIONS, WEBSITES OR ANY OTHER CHANNELS FOR THE SALE AND PURCHASE OF ALL KINDS OF GOODS, PRODUCTS, COMMODITIES AND SERVICES OVER THE
INTERNET

**Vision**: Fastentix is a leading marketplace with logistic solutions that consents only authentic
brands and providing same day delivery for a peaceful and secured shopping experience

**Mission**:
1) FASTENTIX IS A DYNAMIC BUSINESS ECOSYSTEM OF MARKETPLACE WITH LOGISTIC SOLUTION
2) FASTENTIX CONSENTS ONLY AUTHENTIC BRANDS, WITH SAME DAY DELIVERY BY AUTHORISED SELLER
3) FASTENTIX ASPIRE TO MAGNIFY JOY THROUGH A PEACEFUL AND SECURED SHOPPING EXPERIENCE
4) FASTENTIX PLEDGE TO ELEVATE HARMONY AND PROSPERITY IN ECONOMIC WISDOM
Bachelor's or Equivalent

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