Executive, Customer Relations
6 days ago
Job Description
You will play an important role in:
- Assist with membership related issues, resolving complaints, and processing transactions
- Manage complaints, determining the cause of the problem, provide appropriate solutions alternatives within the timeline, expediting critical and recurring issues, follow up to ensure resolution
- Identify and assess customers needs to maximise their satisfaction
- Investigate and manage cases with accurate, valid and complete information by using the right methods/ tools while resolving or escalating membership and payment issues
- Provide information on membership fees, policies, processes, benefits, products, and services in response to customers enquiries
- Recommend and cross-selling products and services to members and potential members
- Actively engage with customers to meet personal/ team KPI and service level
- Prepare product or service reports by collecting and analysing customer data
- Documenting all inquiries and maintaining accurate membership records
- Perform any other duties as assigned
To be successful in this role, you will need to have:
- Possess at least Diploma/ Degree in mass communication or equivalent
- Preferably 2-3 years of relevant work experiences in customer service and loyalty program
- Excellent writing and verbal communication skills in English and Bahasa Malaysia
- Ability to understand, read & write in Mandarin will be an added advantage
- Customer orientation and ability to adapt/ respond to different types of personalities
- Proven customer support experience or experience as a client service representative is an added advantage
- Ability to multi-task, prioritize and manage time effectively
- Possess cheerful and pleasant personality
- Proactive problem-solver and possess analytical mind set
How this career will benefit you:
- Normal office working hours
- Five days work week
- Medical
- Insurance
- Dental & Optical
- Movie tickets
- Career progression
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