E-commerce Customer Service Rm2,400

5 days ago

Kuala Lumpur, Malaysia E-commerce Sdn Bhd Full time

**Nature of Business**:Established online shopping platform in Malaysia

**Location**: Kuala Lumpur

**Working Days**: 5 working days & 9 hours included break (Rotational shift | 11am - 11pm)

**Salary**: Basic RM2,400 + RM300 (Skill Allowance) + RM100 (Attendance Allowance) + (KPI Allowance)

**Job Requirements**:

- Minimum SPM or degree.
- Able to work rotational shift.
- **Need to have CS experience in call center**:

- Fluent in both English & Malay
- Basic E-commerce Knowledge

**Responsibilities**:

- Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
- Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
- Promptly escalate critical/ high-risk cases to the appropriate authority.
- Coordinate with other teams/ departments to resolve customer issues, follow-up, and make sure close-loop to all escalations.
- Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
- Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
- Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
- Support ad-hoc projects and initiatives per business needs.

**Job Types**: Full-time, Fresh graduate

**Salary**: RM2,400.00 - RM2,800.00 per month

Schedule:

- Rotational shift

Supplemental pay types:

- Attendance bonus
- Performance bonus

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

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