Community Customer Support

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia Monee Full time 40,000 - 60,000 per year

About The Team
The Community Customer Support team acts as the first point of contact for customer inquiries and complaints received via social media platform, delivering service that meets fintech industry standards. Building trust and rapport is crucial to creating a supportive and engaged community.

Job Description

  • Respond to customer inquiries and complaints via phone, email, and chat, and ensure that all customer issues are resolved in a timely and satisfactory manner.
  • Provide accurate information to customers about products, services, policies, and procedures.
  • Escalate complex customer issues to the appropriate teams, and follow up to ensure that issues are resolved to the customer's satisfaction.
  • Proactively monitor social media platforms to identify emerging trends, customer sentiment, feedback, potential risks, and issues; and provide feedback to cross-functional teams to help improve products, services, and processes.
  • Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
  • Maintain accurate and complete customer records and logs.
  • Stay up-to-date with product and service knowledge, and participate in training and development activities as required.
  • Handle other tasks and responsibilities as assigned by the supervisor.

Requirements

  • Minimum 1–2 years' experience in customer service or user experience, preferably in e-wallets, digital banking, or fintech.
  • Passionate about online community building and customer satisfaction.
  • Strong communication skills, with the ability to communicate effectively via phone, email, and chat.
  • Strong customer service skills, with a proven ability to resolve customer issues in a timely and satisfactory manner.
  • Excellent problem-solving and critical-thinking skills, with a demonstrated ability to identify customer needs and provide effective solutions.
  • Ability to work independently and as part of a team.
  • Familiarity with customer service software and tools, such as Zendesk or Salesforce, is preferred.
  • Availability to work flexible hours, including evenings and weekends, as required.

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