Customer Experience Representative

13 hours ago

Kuala Lumpur, Kuala Lumpur, Malaysia WELSEND MALAYSIA SDN BHD Full time 200,000 - 400,000 per year

Customer Experience Representative

Type: Full-Time

Project: Travel Platform/ Shared-Bike

Working Hour: 5 Working day 2 Off Day, Rotational Shift

Job Description:

We are seeking a dedicated and personable Customer Experience Representative to join our dynamic team. The successful candidate will be responsible for handling customer inquiries across multiple communication channels, including inbound and outbound calls, email, and live chat.

Key Responsibilities:

  • Customer Support: Respond to customer inquiries promptly, professionally, and in a friendly manner via inbound and outbound calls, email, and live chat.
  • Problem Resolution: Actively listen to customer complaints and take ownership of resolving issues by offering effective and timely solutions.
  • Escalation Management: Escalate unresolved issues to higher-level support when necessary.
  • Product Recommendations: Provide advice and recommend products, services, or loyalty programs based on customer needs and preferences.
  • Feedback and Insights: Gather and share customer feedback and insights with management or product teams to help improve services and products.
  • Administrative Support: Perform additional administrative tasks as assigned by management.
  • KPI Achievement: Meet personal and team goals for customer satisfaction, response time, and service efficiency.
  • Business Strategies: Understand and contribute to business strategies, including implementing self-service options to improve the customer experience.
  • Process Improvement: Continuously improve the workflow and customer service processes to enhance service quality.

Requirements:

  • Language Skills: Must be fluent in English, Mandarin, Malay, and Cantonese.
  • Experience: At least 1 year of experience in a customer service role.
  • Communication Skills: Excellent verbal and written communication and interpersonal skills.
  • Organization & Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.
  • Tech Proficiency: Proficient in using communication tools (Email, live chat, and similar platforms) and basic office software (e.g., Microsoft Office, Google Workspace).
  • Multitasking: Ability to handle multiple tasks efficiently and work under pressure.
  • Customer Focus: A strong customer-centric attitude and commitment to providing exceptional service.
  • Shift Availability: Willing to work in shifts, including night shifts, weekends, and public holidays.

Preferred Qualifications:

  • Multichannel Experience: Experience handling customer service inquiries across multiple channels (phone, email, live chat, etc.).
  • Problem Solving: Strong problem-solving skills with the ability to think quickly and handle challenging situations.
  • Industry Experience: Previous experience in a similar industry or role is an advantage.

If you are passionate about delivering excellent customer service and enjoy working in a fast-paced, team-oriented environment, we would love to hear from you

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