Customer Service Agent

1 week ago

Petaling Jaya, Malaysia Brandt International Sdn Bhd Full time

This position will handle inquiries from both sellers and buyers via various channels. The role reports directly to Team Leader of Customer Service.

**Responsibilities**:

- Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfilment-related problems and providing support to the customer ensuring a high level of satisfaction.
- Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce
- Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
- Update case details appropriately. eg: Gdocx, Salesforce and etc
- To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc
- To record case details in Customer Relationship Management (CRM)
- Communicate effectively by providing accurate information to the users and external partners such as Ninjavan.
- Ensure resolution of fulfillment related problems and disputes
- Provide an effective solution for customer disputes issue
- Assisting in developing and improving existing dispute process
- To communicate effectively and accurately when communicating with users & stakeholders
- To assist Team Leader to monitor real time performance and initiate appropriate actions
- Assume additional responsibilities as assigned
- Communicate effectively with team members
- To take on ad-hoc projects/assignments
- Undertake any other duties as-and-when assigned by Management

**Job Requirements**:

- Preferably Executive specializing in Customer Service or equivalent
- Preferably at least 1 year of related working experience in a Contact Centre
- Both fresh graduates or experienced applicants are welcome (we can discuss the entry level based on your previous experience)
- Good communication skills in English, Malay language for both spoken and written. Mandarin is an added advantage
- Business writing skill is mandatory
- Good typing skill
- Strong logical thinking and problem-solving skills at all times
- Able to work independently in a fast paced environment
- Good team player, positive attitude and eager to learn
- Fast learner and able to adapt to changes
- Ability to multi-task, prioritize and manage time effectively
- Demonstrate teamwork all the time
- Willing to work on shifts

**Job Type**: Contract
Contract length: 12 months

**Salary**: RM2,500.00 - RM3,200.00 per month

**Benefits**:

- Opportunities for promotion
- Professional development

Schedule:

- Rotational shift

Supplemental Pay:

- Attendance bonus

**Education**:

- STM/STPM (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- English (preferred)

Shift availability:

- Day Shift (preferred)
- Night Shift (preferred)
- Overnight Shift (preferred)

Expected Start Date: 11/15/2021

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