Customer Service Agent

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Aisling Group Full time 30,000 - 60,000 per year


Customer Service Agent (Email/Chats)


• 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


• Primarily handle escalations related, manager call-backs and service recovery cases via emails


• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond users via call back, email and social media on timely manner


• 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


• Ensure resolution of fulfilment 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. 


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