Customer Service Associate

1 week ago

Kulai, Malaysia Agile Matrix Solutions Sdn Bhd Full time

**Position Summary**:
**Key Responsibilities**:

- Maintain a positive, empathetic, and professional attitude toward customers at all times.
- Answer incoming calls and support clients with their inquiries.
- Document processes and interactions with customers accurately.
- Collaborate with other departments to ensure customer issues are resolved.
- Use sufficient product knowledge to acknowledge and address customer concerns.
- Direct customer inquiries to relevant departments for further assistance.

**Essential Skills**:

- Strong verbal proficiency in English; additional language skills Bahasa Malaysia, Chinese are a plus.
- Sound communication skills with the ability to listen actively and respond effectively.
- Problem-solving skills with a customer-focused and quality-driven mindset.
- Positive attitude, accountability, and adaptability to work in a fast-paced environment.
- Reliability, flexibility, and attention to detail.
- Empathy, conflict resolution, and the ability to use positive language.

**Competencies**:

- Customer focus and quality assurance.
- Strong accountability, problem-solving, and a positive approach to challenges.
- Effective communication and critical thinking skills.
- Patience and self-control in stressful situations.
- Ability to demonstrate empathy and provide a supportive experience for customers.

**Tools and Technology**:

- Proficiency in help desk software, phones, chatbots, and video communication tools.
- Familiarity with shared project management and internal communication tools.
- Experience with customer service reporting and assessment tools.
- Access to a self-service knowledge base for FAQs and onboarding.

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