Customer-engagement-agent

2 weeks ago


Kuala Lumpur, Malaysia Mudah.my Full time

**Responsibilities**:
**Overview**
Carousell Group is one of the world’s largest and fastest growing classifieds marketplace platforms across Southeast Asia, Taiwan and Hong Kong. Started in August 2012, Carousell Group began in Singapore and now has a leading presence in eight markets under the brands Carousell, Mudah, Chot Tot and OneKyat, serving tens of millions of monthly active users. Carousell Group is backed by Telenor Group, Rakuten Ventures, Naver and Sequoia Capital.
- ** Sdn. Bhd is Malaysia’s largest digital platform for selling and finding almost anything - from Cars to Cameras, Properties to Pets, Mobile phones to Motorcycles, Treadmills to Textbooks, Bicycles to Beds, Guitars to Golf sets, Plants to Printers, Watches to Washing machines, Tyres to Tablets, Dresses to Drums, Shoes to Shops, Collectibles to Computers, Jobs and more - Semua Pun Mudah Mudah’s mission is to democratize commerce by empowering everyone, especially individuals and budding entrepreneurs, with a platform of equal opportunity
- **Responsibilities**
Job Description Customer Engagement Agent:
- Understand & respond promptly to customer inquiries.
- Manage and resolve customer-related issues and escalations
- Handle customer inquiries and provide accurate information on products to customers.
- Acknowledging and resolving customer complaints.
- Ensure customer satisfaction and provide professional first-contact resolution where possible.
- Process and escalate complaints across a few communication channels.
- Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
- Consistently meeting KPIs.
- Handle administrative tasks.
- Need to handle ad hoc tasks if required - working hours - 9am -6pm

**Requirements**:

- Min. 6 months experience s Customer Service or Call Center, fresh graduates are also welcome to apply.
- Have basic knowledge of how to use Zendesk, Google Sheets, and Excel.
- Good administrative and computer literacy skills.
- Proficiency in written and spoken BM and BI
- Strong multitasking skills and ability to work in a fast-paced environment
- Possesses strong interpersonal, communication, verbal, and written skills.
- Resistant to stress and capable of working under pressure.

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