Customer Service Representative

**Client Background**:Global Nutrition Company that develops, markets and sells nutrition supplements, weight management, sports nutrition and personal-care products. The company was founded in 1980, and it employs around 7,400 people worldwide

**Industry: Healthcare**

**Location**:Bangsar South

**Tenure**:Permanent

**Remuneration**:Basic salary + Jap language allowance

**Responsibilities**:

- Support day-to-day operations of Contact center through effective communication with Japan Members via telephone, and etc, for Members related activities, including order processing and inquiries handling, cross country info handling.
- Able to execute an effective manpower arrangement to ensure manpower and various resources are being allocated effectively and efficiently to run the operation in an optimum level at all time. Assist staff in operation when necessary and be a team leader and team player at the same time
- Able to lead rep I, rep II on ad hoc project, event, UAT ( user acceptance testing )
- To be a knowledge centre for the team for internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, system behavior, Member compensation system and etc.
- Able to log SNOW/I Support and highlight to IT immediately where there is system issue where will affect member’s experience and operation. Able to work and communicate with IT on the solution and direction.
- Ensure timely feedback for urgent cases, team building and to ensure positive working attitude of team member
- To constantly look for ways of improving performance and to make appropriate recommendations to the Manager as and when such opportunities are identified. This will be demonstrated by a clear and ongoing process of improvement with the teams and by quality initiative from time to time.
- To assist with Supervisor on workforce management. This will be demonstrated by the monitoring and maintaining of contact center report, and taking necessary actions after analysis of the reports in order identified the next improvement action and increase Total Satisfaction Factor rate so as to improve quality service to members
- To assist in the preparation of Weekly Issues reports and the monthly reports. This will be demonstrated by reports being complete and submitted on time, and by their content being accurate and covering all key issues
- Able to support superior on outbound call setup, generate the outbound call progress report and monitor the team closely on the outbound call project from time to time
- Able to take full ownership to communicate with logistic and 3PL when there is urgent issue or feedback and get permeant solution as well as preventive solution
- Able to build/ create a good relationship with the team in order to build a fun and happy working environment.
- Able to provide innovative idea and the best practices from outside to Supervisor or manager for operation or system improvement
- Able to create PPT / steps as training material for internal staff or external ( member )
- Work closely with all cross functional team on operation, procedure related and able to analysis the impact and anticipate the question arise from member

**Requirements**:

- Minimum education level: Diploma
- At least 3 years of working experience in customer service industry or relevant MLM/Direct Selling with cash handling experience. Fresh Graduate is encourage to apply.
- Proficiency in verbal and written English, another local language (**Japanese**) proficiency is required
- Pleasant personality with excellent interpersonal skills
- Ability to provide superb customer service and resolve problems independently under the company’s guidelines
- Self-motivated and attentive to details with strong initiative
- Ability to work in a result-oriented atmosphere under pressure and meeting tight deadlines as flexible working hours maybe required
- Good computer literacy (Word/Excel/Powerpoint)
- Well groom and manner

**Salary**: Up to RM6,500.00 per month

**Benefits**:

- Dental insurance
- Health insurance

Schedule:

- Monday to Friday

Supplemental pay types:

- 13th month salary

Ability to commute/relocate:

- Bangsar South: Reliably commute or planning to relocate before starting work (required)

**Education**:

- STM/STPM (required)

**Experience**:

- Customer Care Specialist: 1 year (required)

**Language**:

- Japanese (required)
- English (required)