Customer Service Executive

1 day ago

Shah Alam, Selangor, Malaysia Neusoft Full time 15,000 - 25,000 per year

Work Description
:

1) Website operation consultation, answer and guide consumers in various operations of platform

account, such as account registration, how to place and track order, cancellation, payment, buyer

reviews, Buyer & Seller dispute, refund/return etc. And all the inquiries regarding logistics delivery,

customs clearance status, marketing campaigns and offers;

2) Handling customer complaints and take note of complaint chronology, manage the complaint with

empathy and be able to connect to customer emotion, escalate to relevant department for timely

handling.

3) Coordinates with relevant stakeholder to validate complaints and evaluate options to remedy these

complaints.

4) Reviews the underlying facts of the complaint, determines an appropriate solution, and response to

the customer on timely manner.

5) Requires a thorough knowledge of the products/services offered, well developed customer service

skills, and clear understanding of the company's policy regarding complaints.

6 Exercises a large degree individual discretion and judgement.

7) Tracks complaints and makes recommendations to management designed to reduce the number of

complaints.

8) Ensure strong customer satisfaction given to the customers accordingly by providing accurate and

timely response

9) Align with client's core values of Own It, Solve it and Close It Right, ensure full resolution given and

resolved cases timely without keeping any backlogs – unresolved cases in case pool.

10) Hitting the KPI requirements set including AHT, FCR, E2E Resolution, Reopen Rate, TSAT B1B,

TSAT T2B, Productivity.

11) Comply with customer care & experiences do and don't and avoid any compliance handling

related issue.

Requirements
:

  1. Diploma or above,

  2. E-commerce platform, Complaint Resolution, customer service, after-sales consulting related work

experience is preferred.

  1. Proficient in required language (Speak, Read and Write)- English and/ or Native Language; (Native

language have ability to read and write English),

  1. Familiar with computer operating system and Office software,

  2. Experience in Call/ Chat Servicing is added advantage.

  3. Have logical reasoning and customer empathy,

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