Customer Service Specialist

1 week ago

Cyberjaya, Malaysia Agensi Pekerjaan Ideal Reliance Sdn Bhd Full time

**Job Details**:

- Work location: Cyberjaya
- Working hour: Monday - Friday, 9am - 6pm
- Contract duration: 12 months
- Offered salary: RM 2,700 + RM 400 Indonesian language allowance

**Principal Accountabilities**:
**1. Customer Enquiries**
- Handle a range of front line customer enquiries within the agreed processes and ways of working.
- Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required.
- Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure customer outcomes.

**2. Loyalty Management**
- Manage the Retail Loyalty Customer Experience.
- Handle transaction queries, self-serve queries and general loyalty related enquiries.
- Process customer loyalty registration and personal data management, channel preference modification.
- Perform compliance checks on fraud and manual data quality control.
- Support the redeeming and transferring of customer loyalty points.
- Manage the lost/stolen/forgotten cards process.
- Resolve Loyalty complaints.

**3. Process and Administrative Work**
- Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other.
- Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system.
- Collaborate with third party logistics companies.
- Liaise with internal interfaces within the agreed processes and ways of working.

**4. Digital and Touchless Support**
- Support social media platforms responding to customers’ queries taken through these channels with an appropriate tone and within the limited characters.
- Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input.

**Job Knowledge, Skills & Experience**:

- Language Proficiency: Bahasa Indonesia.
- Bachelor degree preferred (Business related major) or equivalent experience.
- Previous experience in customer service or operations.
- Experience in Microsoft Office with experience in using social media platforms including twitter/Facebook.
- Possess a strong customer service ethic and ability to understand, meet and champion the customer’s needs, while staying within the policies and procedures.
- Demonstrate a willingness to be coached, showing an openness to feedback and performance improvement opportunities.
- Able to demonstrate resilience and patience, especially when interacting with challenging customers.
- Able to demonstrate interchangeable communication skills, by communicating effectively in writing, by phone, or by live chat and social media channels professionally, accurately, and quickly.
- Able to demonstrate a continuous improvement mind-set.

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

Pay: Up to RM2,700.00 per month

**Education**:

- Bachelor's (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- Indonesian (preferred)

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