Customer Service

1 day ago

Kuala Lumpur, Kuala Lumpur, Malaysia Ng Kim Heng & Associates Full time 48,000 - 72,000 per year

We're currently seeking a skilled customer support executive to help us provide top-notch service to our customers at Soulusi.

Your daily responsibilities will include addressing customer inquiries and resolving issues. You will be at the forefront of ensuring that our customers have a positive experience and their concerns are handled promptly. If you are a customer-oriented professional, passionate about providing outstanding customer support, we encourage you to apply for this position. Candidates with exceptional problem-solving and communication skills will be preferred.

We offer a competitive salary, a collaborative work environment, opportunities for professional growth and comprehensive employee benefits.

Objectives of this role

  • Providing accurate information about products or services and guiding customers in making informed decisions.
  • Resolving customer issues and concerns efficiently, ensuring high customer satisfaction.
  • Maintaining a deep understanding of our products, services and policies to address customer concerns effectively.
  • Responding to customer inquiries accurately and on time, through various channels, including phone, email and chat.
  • Escalating complex issues to higher authorities when necessary and following up on resolutions.
  • Maintaining detailed and accurate records of customer interactions and inquiries.

Your tasks:

  • Provide step-by-step guidance to customers to resolve issues or navigate products or services.
  • Respond to customer inquiries through various communication channels, including phone, email and live chat.
  • Address customer feedback and concerns with empathy and professionalism.
  • Collaborate with cross-functional teams to ensure timely resolution of issues.
  • Handle a high volume of customer contacts while maintaining quality service.
  • Identify common customer issues and suggest improvements to enhance the customer experience.
  • Keep accurate records of customer interactions using our customer support software.
  • Contribute to the development of customer support materials and resources at the firm.

Required skills and qualifications

  • Bachelor's degree in Business, Communication or a related field.
  • 2+ years of experience in a customer support or related role, showcasing your ability to handle customer inquiries and resolve issues effectively.
  • Strong communication and interpersonal skills to interact with customers in a professional and empathetic manner.
  • Effective problem-solving abilities to address customer concerns and find suitable solutions quickly.
  • Organisational and time management skills to handle multiple customer inquiries.
  • Problem-solving skills with the ability to think on your feet.
  • Being detail-oriented with a commitment to delivering high-quality service.
  • Ability to work effectively in a team and cross-functional environment.
  • Experience with Customer Relationship Management (CRM) software for streamlined customer interactions.
  • Analytical skills for monitoring and analysing customer data and feedback to identify trends and opportunities.

Preferred skills and qualifications

  • Knowledge of the company's products or services to provide comprehensive support.
  • Proficiency in using customer support software and tools.
  • Flexibility in working shifts or extended hours to ensure excellent customer support.
  • Empathetic and patient approach while interacting with customers.
  • Ability to multitask and prioritise multiple tasks.
  • Knowledge of customer service processes and best practices.
  • Ability to work with minimal supervision.

Job Type: Full-time

Pay: RM4, RM6,000.00 per month

Work Location: In person

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