Customer Service Officer

23 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia Straits Financial Group Full time $30,000 - $60,000 per year

Customer Service and Operations Officer

Kuala Lumpur, Malaysia

Headquartered in Singapore with presence in the United States and Indonesia, Straits Financial serves as the financial services arm of the CWT Group, a global leading provider of integrated logistics and financial services. We provide a fully-integrated service for our clients to access the financial and commodity derivative markets and will continue to expand into key financial and commodity markets.

We are seeking a dedicated and customer-focused Customer Service Officer to join our team. The ideal candidate will be responsible for providing support and assistance to customers before, during, and after purchasing our services. Their primary goal will be to ensure a positive customer experience, effectively resolve inquiries or concerns, and enhance overall customer satisfaction. By delivering excellent service, the Customer Service Officer will contribute to strengthening customer loyalty, building the brand's reputation, and helping the company stand out in a competitive market.

Key Responsibilities

  • Handle customer inquiries via email and live chat promptly and professionally.
  • Provide accurate information about our services and assist customers in making informed decisions.
  • Resolve customer issues, complaints, and concerns in a timely and effective manner.
  • Maintain a high level of customer satisfaction by delivering excellent service and personalized solutions.
  • Process service requests, account changes, and transactions as needed.
  • Collaborate with internal teams to address customer feedback and improve service delivery.
  • Maintain detailed and accurate customer records in the CRM system.
  • Identify opportunities to upsell or cross-sell services where appropriate.
  • Stay updated on company products, policies, and procedures to provide accurate guidance.

Requirements

You should possess the following:

  • High school diploma or equivalent (Bachelor's degree preferred) in Business, Communications, or a related field.
  • Prior experience in customer service, call centers, or a related field is an advantage.
  • Proficient in Mandarin, enabling effective collaboration with Chinese-speaking stakeholders and clients.
  • Excellent communication, negotiation, and relationship management skills.
  • Problem-solving and conflict-resolution abilities.
  • to work on rotating shifts, including day and swing shifts, as required.
  • Familiarity with CRM software and customer service tools is a plus.
  • A customer-first attitude with a passion for helping others.
  • Creative thinker with a proactive approach to problem-solving and campaign management.
  • Ability to work independently as well as collaboratively in a fast-paced environment.

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