Customer Support Coordinator

1 week ago

Bangsar, Malaysia Agensi Pekerjaan Two95 International SDN. BHD. Full time

Job Summary:
Key Responsibilities:
1. Call Handling:

- Serve as the first point of contact for customers, addressing inquiries, complaints, and issues.
- Engage customers professionally and keep them informed while resolving their concerns.
- Escalating to right support team according to priority of the issue

2. Issue Diagnosis:

- Ask relevant and detailed questions to drill down and identify the root cause of customer issues and address the ticket to relevant support team.
- Provide appropriate solutions or escalate complex issues as needed.

3. Zendesk Operations:

- Utilize Zendesk for tracking, documenting, and resolving customer cases efficiently.
- Maintain accurate and thorough records of all interactions.

4. Customer Service:

- Deliver exceptional customer experiences by maintaining a friendly and empathetic tone.
- Ensure customers feel valued and engaged throughout the interaction.

5. Night Shift Availability:
6. Continuous Improvement:

- Stay updated on company policies, products, and services to provide accurate information.
- Contribute to improving customer support processes through feedback and insights.

Qualifications:

- Education: High school diploma or equivalent; additional certifications in customer service or Zendesk are a plus.
- Experience: 1-2 years in customer service or a similar role, preferably with night shift experience.
- Skills:

- Proficiency in using Zendesk or similar CRM tools.
- Strong verbal and written communication skills in fluent English.
- Ability to document interactions and resolutions clearly and accurately.
- Excellent questioning skills to diagnose issues effectively.

Pay: RM4,000.00 - RM4,500.00 per month

**Benefits**:

- Additional leave
- Health insurance
- Professional development

Schedule:

- Rotational shift

Supplemental Pay:

- Overtime pay

**Experience**:

- Customer Service: 1 year (preferred)

Work Location: In person

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