Customer Success Specialist

2 weeks ago

Cyberjaya, Selangor, Malaysia Agensi Pekerjaan JobOnline Sdn Bhd Full time 25,000 - 33,600 per year

Customer Success Specialist (Admin)

Work Hour : Monday to Friday I 9.00am to 6.00pm

Location : Cyberjaya, Selangor

Contract Duration : 6 Months

Salary : RM 2800

Overview :

Handling inbound and outbound customer support inquiries via voice and non voice channels for the EV support team (MY & SG markets), provide solution to the customer when leveraging our EV system.

Principal Accountabilities:

  1. Customer Enquiries

  2. Handle a range of front line Customer enquiries within the agreed processes and ways of working, including:-

  3. Feedback and Issues: Take ownership for the resolution of Integrated Retail B2C complaints, feedback and compliments, liaising with other service partners as required
  4. Offers and Promotions: Deal with Customer calls and e-mails regarding promotions, third party offers, gift delivery, balance enquiry, Premium membership

  5. Logistics: Resolve enquiries within the agreed SLAs, escalating where appropriate and in collaboration with other service providers to ensure Customer outcomes

  6. Loyalty Management

  7. Manage the Retail Loyalty Customer Experience

  8. Handle transaction queries, self-serve queries and general loyalty related enquiries
  9. Process Customer loyalty registration and personal data management, channel preference modification
  10. Perform compliance checks on fraud and manual data quality control
  11. Support the redeeming and transferring of Customer Loyalty points
  12. Manage the lost/stolen/forgotten cards process

  13. Resolve Loyalty complaints

  14. Process and Administrative Work

  15. Acquire an in-depth knowledge of and work with internal systems, understanding both their individual use and how they relate to each other

  16. Support Data Integrity Management, by embedding right first time accountability and ownership of Customer data quality inputted at system
  17. Collaborate with third party logistics companies
  18. Liaise with internal interfaces within the agreed processes and ways of working

Digital and Touchless Support

  • Support Shell's Customers on digital channels and proactively encourage self support solutions, ensuring Customers are aware of the information and tools on the website and mobile application
  • Support social media platforms responding to Customers' queries taken through these channels with an appropriate tone and within the limited characters
  • Work with the new digital livechat channels for inbound Customer queries both through the website and the mobile application
  • Given detailed business and process knowledge may be called upon, from time to time, to support testing for IT upgrades or projects requiring operational input

Job Requirements

  • Minimum Bachelor degree in any field of study
  • Possess strong leadership experience
  • Fresh graduates with less than 1 year working experience

Job Types: Full-time, Contract

Contract length: 6 months

Pay: RM2, RM3,200.00 per month

Benefits:

  • Health insurance
  • Opportunities for promotion
  • Professional development

Education:

  • Bachelor's (Preferred)

Experience:

  • Customer service: 1 year (Preferred)

Work Location: In person

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