Customer Service Officer
1 week ago
Responsibilities
- Follow Standard Operating Procedures and resolve Customer Complaints promptly.
- Handle and process Customer Claims, and follow up with the relevant department(s) to ensure timely updates and resolution.
- Answer to / manage various Customer Queries via CRM Tools / Hotline (incoming calls).
- Monitor & follow up with the relevant department(s) on escalated cases that require clarification updates.
- Adhere to work reporting schedules, carry out instructions, and any other ad-hoc duties assigned/given by CS Team Leader / Manager.
- Support departmental Key Performance Indicators set by Management.
- Ensure a positive client experience by following up and resolving customer service-related issues in an appropriate and timely manner.
Competencies
- Attention to Detail — The job requires being careful about detail and thorough in completing work tasks.
- Communication and interpersonal skills – The job requires being a skilled negotiator, listener, and agile speaker to address concerns across all levels of people.
- Customer-focused orientation – The job requires being customer-focused, involves ensuring that all aspects of the company put its customers' satisfaction first.
- Mental strength/Stress tolerance – The job requires the capacity to endure pressure or uncertainty without becoming negative towards self or others.
- Teamwork – The job requires a great amount of collaboration to work and perform more efficiently in a team.
- Proficient in Bahasa Melayu, English and Mandarin, as it may be necessary to read guidelines written in different languages.
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