Customer Care Agent

1 week ago

Kuala Lumpur, Malaysia Agensi Pekerjaan Asia Recruit (Melaka) Sdn Bhd Full time

Customer Care Agent will be responsible for all the aspect of customer service activities. These include to handle overall regional product/services general inquiries, purchase/reload transaction status inquiries, account issue, game merchant inquiries, payment channel issue inquiries and all others product/service following the company’s Term of Service and Policies.

**Job Descriptions**:

- Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures.
- Identifies and escalates difficult and complex issues to senior team members.
- Maintains a positive, empathetic and professional attitude towards customer.
- Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system.
- Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions.
- Liaises with external vendors and service operators to fulfill booking changes.
- Keeps updated with company procedures and processes.
- Shares customer feedback with relevant departments for further improvements.
- Deliver customer satisfaction through excellent service quality with required service level to meet the goals and objectives.
- Solve problems and analyze accurately with appropriate speed.
- A demonstrated commitment to the call centre values.
- Adaptable, with high tolerance level and ability to handle various changes and needs of operations.
- Ensure diligent follow up and fulfill promises made to customer / internal functions.
- Establish and maintain good relationships with customers.

**Job Requirements**:

- SPM / STPM / Diploma / Degree
- 2+ years of experience in field of customer service is required
- Proven people skills in a similar environment to call center is desirable
- Fluent in English and Mandarin/Cantonese (speaking, writing, reading)
- Experience in travel industry preferred
- Able to work independently with mínimal supervision
- Excellent interpersonal skills with flexible approach to working in a team
- Good oral and written communication skills
- Have a flexible schedule, including the ability to work shifts and weekends
- Computer literate - MS Office Applications, Basic knowledge of Internet

**Job Types**: Full-time, Permanent

**Salary**: RM2,600.00 - RM4,000.00 per month

Schedule:

- Rotational shift

**Language**:

- Mandarin (preferred)
- Cantonese (preferred)
- English (preferred)
- Bahasa Malaysia (preferred)

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