Customer Service Executive

1 week ago

Kuala Lumpur Sentral Kuala Lumpur, Malaysia TRANSCOSMOS (MALAYSIA) SDN. BHD. Full time

A. Position Overview

We are seeking a proactive and service-oriented Call Centre Agent to join our team. This role will be responsible for providing end-to-end customer support across both physical store operations and online platforms of foot wear brand. The ideal candidate will demonstrate strong problem-solving skills, effective communication, and the ability to manage customer complaints with professionalism while ensuring high customer satisfaction.

B. Key Responsibilities

  1. Respond to Customer Inquiries: Provide timely and accurate responses to customer inquiries via phone, email, live chat, and other communication channels.

  2. Handle Complaints Professionally: Address and resolve customer complaints effectively, ensuring customer satisfaction and retention.

  3. Escalate Complex Issues: Identify and escalate complex or unresolved issues to appropriate departments or senior staff for further resolution.

  4. Maintain Accurate Records: Document customer interactions, transactions, and feedback in the CRM system, ensuring accurate and up-to-date information.

  5. Seek Process Improvements: Continuously look for ways to enhance service processes and contribute to improving customer service protocols.

  6. Meet Performance Targets: Work towards achieving individual and team performance goals, including response times, customer satisfaction scores, and other key performance indicators. C. Qualifications

Educational Background: Diploma or higher in any field. High School graduates are welcome to apply with relevant working experience.

Experience: Minimum 1 year of customer service experience (retail, call centre, or e-commerce). Experience in complaint handling and customer relationship management is an advantage. Familiarity with local customer needs and service culture is preferred.

Language Proficiency: Minimum good English proficiency, with excellent verbal and written communication skills. Able to speak fluent in Native language Thai or Vietnamese is a MUST

Technical Skills: Typing speed of at least 45 WPM. Proficiency in customer service tools, CRM systems, and online chat platforms is preferred.

Work Schedule: Willing to work on rotating shifts to support 24/7 operations, including weekends and public holidays if business required.

Core Skills: o Service Orientation & Emotional Management: Strong customer service mindset; ability to manage emotions and complaints effectively.

Problem-Solving: Quickly identify customer needs, locate core issues, and coordinate resources for optimal solutions.

Communication & Adaptability: Clear and logical communication; ability to handle complaints and unexpected situations flexibly.

Pressure Management & Risk Awareness: Resilient under pressure during peak service periods; sensitive to potential risks and able to raise early warnings.

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