Customer Service Executive

1 week ago

Petaling Jaya, Selangor, Malaysia Music Active Ventures Sdn. Bhd. Full time

Why You'll Love This Role

  • Represent New Balance – a global leader in athletic innovation. You are the ambassador for New Balance
  • Earn more: Competitive base salary + bonus for punctuality, attendance & quality.
  • WFH flexibility: Chances to earn WFH post-training and probation.
  • Premiere office: get a cup of nice brew coffee in the morning, gaming chair, engaging activities and recognition programs
  • Growth: Strong learning and development plans for your career growth, be coached and mentored by experts in the field, most of our leaders started as agents

Your Impact: (KEY Responsibilities)

As the voice of New Balance for customers, you'll:

  • Deliver 5-star eCommerce support via calls, chat & email (English – to support global market).
  • Identify customer's needs, researching any existing issue to provide strategic solutions that will best address customer's needs while ensuring that any existing confusion is clarified.
  • Resolve complex issues (orders, returns, product guides) with brand passion.
  • Ensure first contact resolution and effective follow-up with respective departments to ensure case closure in accordance with our service standards.
  • Provide constructive feedback on tools, resources, procedures and guidelines to enhance workflow and the customer experience.
  • Deliver the best services to customers to ensure the highest customer satisfaction with the right procedures by using grace and tactical communication
  • Collaborate with a dynamic team in a high-energy environment.

We Need You If You Have: (Requirements)

  • Possess at least a Diploma, Advanced/ Higher/ Graduate Diploma in any field.

  • Fluent English for both verbal and written.

  • 1+ year working experience in customer service industry (calls/ chat/ email). However, fresh graduates are encouraged to apply.

  • Tech-savvy (MS Office, ticketing tools), ability to work with multiple systems and the ability to learn and adapt to new ones.
  • Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
  • Thrives under pressure with meticulous attention to details.
  • Passion for customer service and human touch, strong communicator, with an emphasis on effective listening and empathizing with customers, plus good phone etiquette (pace, tone, voice quality, grammar and articulation).

Bonus point if you have:

  • Experience in sportswear/eCommerce
  • Zendesk/CRM proficiency
  • Knowledge of global consumer trends
  • Passion for sports culture

Our Culture:

  • Team energy: Supportive squads, mentorship & weekly huddles.
  • Work-life balance: Unwind in nice facilities after shifts.
  • Recognition: Monthly incentive + social events.

The recruitment processes and people involved in them will not discriminate any candidacy because of age, disability, ethnic, marital status, gender, nationality, ideology, politic, race, religion and sexual orientation.

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