Customer Service

1 day ago

Bukit Jalil, Malaysia PRISM+ Full time

This passionate and experienced individual will help drive customer satisfaction by exceeding expectations and fostering a positive culture and mindset within the team. The Customer Service and Order Scheduler Lead will report directly to the Customer Service Manager.

**Responsibilities**
- Coordinate delivery / installation / servicing schedules according to customer preferences, available slots, and logístical constraints.
- Coordinate with delivery / installation / servicing team to ensure strong adherence to scheduled slots and proactive reschedule appointment if necessary.
- Keep internal systems and databases updated with accurate order and scheduling information.
- Analyze trends in customer orders and delivery / installation / servicing schedules to enhance future operational strategies.
- Assist customers in tracking their status and provide updates on anticipated delivery / installation / servicing timelines
- Maintain a polite, helpful, and professional attitude at all times.
- Identify common issues, gather customer feedback, and escalate concerns along with potential suggestions for improvements.
- Provide immediate attention to managing customer escalations or complaints with high priority, efficiency, and professionalism, ensuring satisfactory resolutions.
- Define the customer service strategy and implement the best operating model to achieve business objectives.
- Create effective Customer Service & Order Scheduling procedures, policies, and guidelines.
- Ensure excellent internal communication with the Customer Service and delivery / installation / servicing team to cultivate a customer-centric culture.
- Drive the development of customer satisfaction goals and coordinate with the Customer Service and delivery / installation / servicing team to achieve ambitious outcomes set by management.
- Assess service statistics and provide data analysis regularly.

**Requirements**:

- Diploma or Degree holder or equivalent
- A minimum of 3-5 years of relevant work experience in Customer Service / logistics, preferably in E-Commerce would be an advantage.
- Exceptional interpersonal and problem solving skills.
- Excellent phone etiquette and strong verbal and written communication skills.
- Strong problem-solving capabilities with a customer-focused approach.
- Ability to multitask, stay organized, and perform effectively under pressure.
- Experience with Zendesk or other customer service management systems is an advantage.
- Basic knowledge of e-commerce platforms and logistics processes.
- Familiarity with order delivery management systems and scheduling tools.

**Benefits**
- 14 Days Annual Leave
- 1 Day Birthday Leave
- Annual outpatient benefit (Includes dental and optical benefits)
- Annual increment
- Performance bonus
- Free flow snacks and drinks

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