Executive - Customer Care Resolution Owner (Vietnamese Language Support)

4 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Scicom MSC Berhad Full time 55,000 - 70,000 per year

Responsibilities of the Role:

  • Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
  • Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
  • Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
  • Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
  • Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company's online presence and reputation.
  • Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
    Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
  • Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
  • Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.
  • Manage and drive DOA and OBF cases.
  • Manage Ad-Hoc customer service-related projects.
  • Record the case chronology with dates in GTAP CX Database daily on the cases managed.
  • Manage social media/DOA/SG OBF Cases, GTAP CX Mailbox, Rejections.
  • Provides timely responses to customer comments & complaints via telephone or email or walk in, consistent with service and quality standards.


Requirements for the Role:

  • Degree, Diploma, or an equivalent professional qualification.
  • A high degree of integrity and professionalism with leadership traits.
  • Dynamic, highly motivated, and result oriented team player with good interpersonal skills.
  • Ability to work in a challenging environment with good initiative and able to work independently.
  • Ability to manage multiple customer communication channels and resolve issues promptly.
  • Proficient in both spoken and written Vietnamese and English language.
  • Candidates must possess a minimum of 2 years of experience in related fields.


The Package:

  • Attractive Salary.
  • Performance related bonus for confirmed staff.
  • Annual Leave 15 days.
  • Medical Leave 14 days.
  • Medical and hospitalization cover

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