Customer Service

1 week ago

Kuala Lumpur, Malaysia MyGlit Full time

**Role**:DSA/Company Rep.

**Timings**:Shifting Schedule (Contract To Hire)

**Industry**:BPO / ITES

**Process**:Voice

**Functional Area**:Agent

Key Skills: Customer Service- products
- Inbound & Outbound Calls

1. Liaise with Business Unit on status of service request
- 2. Filter calls that do not need engineer on site and perform FCR
- 3. Dispatch Engineer on-site for hardware related issues
- 4. Filter call base on product and require different assistance such as software help and to transfer to the
- department in charge
- 5. Handle calls from Sales & Main Line
- 6. Enquiries on Paper, Toner, Staples and others
- 7. Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other
- products
- 8. Enquiries on eShop Web Portal online purchase and delivery matters
- 9. Enquiries on indoor service repair status and related matters
- 10. Enquiries on gift redemptions
- 11. Enquiries on training related matters
- 12. Assisting customer to registering product warranty online
- 13. Receive enquiries on consumable
- 14. Process consumable orders
- 15. Help customers with basic ‘how to’ guides
- 16. Other administrative matters
- Administrative task

1. Any assignment as assigned by the immediate superior or HOD
- Assist Service Mailbox enquiries and replies
- Handle Inbound & Outbound Calls for Main Line and Operator queue
- Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries
- Send sales lead to the respective sales team
- Raise escalation for the relevant Business Unit for resolution
- Accurately record and update customers’ cases into CRM and trackers following appropriate processes
- Provide accurate and understandable information to all customers and support partners
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst

ensuring follow through in all cases
- Ensure all follow ups are done in a timely manner
- Ensure all SLA’s are met appropriately
- Maintain high level of customer satisfaction whilst maintain a professional manner
- Be familiar with all policy, processes, and product knowledge and escalation paths
- Remain polite, patient and courteous with customer throughout the experience
- Ensure the end to end experience for all customers is at a high level of customer satisfaction

Location: KL

Salary : MYR 3k - 4K

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