Customer Support

2 weeks ago

Kuala Lumpur, Malaysia Hayat Technologies Sdn Bhd Full time

**Key Responsibilities**:
1) Customer Assistance
- Respond promptly to customer inquiries via Respond.io, Selcare CRM and WhatsApp or other communication channels.
- Monitor all Selangkah Social Media including replying to a comment.
- Provide accurate information and guidance to customers on product features, usage, and troubleshooting steps.
- Answering customer questions to learn about their problem.
- Ability to understand customer situation and have ability to asking question to get better idea on the situations.
- Ability to provide clear solution to the customer.
- Perform other specific duty or assignment as directed by Team Lead.

2) Issue Resolution
- Investigate and diagnose technical issues reported by customers.
- Troubleshoot software bugs, glitches, and user errors to identify root causes.
- Work collaboratively with technical teams to resolve complex customer issues in a timely manner.

3) Customer Relationship Management
- Build and maintain positive relationships with customers through effective communication and problem-solving.
- Proactively follow up with customers to ensure their issues are resolved satisfactorily.
- Identify recurring customer issues and escalate them to the appropriate teams for permanent resolution.

4) Documentation and Reporting
- Maintain detailed records of customer interactions, including inquiries, complaints, and resolutions.
- Generate reports on customer support metrics, such as response time, resolution rate, and customer satisfaction scores.
- Provide feedback to the product development team based on customer insights and recurring issues.

5) Continuous Improvement
- Stay updated on product changes, new features, and best practices to better assist customers.
- Identify opportunities to improve customer support processes and procedures.
- Participate in training sessions and professional development activities to enhance skills and knowledge.

**Job Types**: Part-time, Contract, Temporary, Freelance
Contract length: 12 months

Pay: Up to RM2,000.00 per month

**Benefits**:

- Dental insurance
- Health insurance
- Maternity leave
- Opportunities for promotion
- Parental leave

Schedule:

- Monday to Friday

Supplemental pay types:

- Yearly bonus

**Education**:

- Bachelor's (required)

**Experience**:

- Customer support: 2 years (required)
- Respond.io: 5 years (required)

**Location**:

- Kuala Lumpur (required)

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