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Customer Service Representative
2 weeks ago
Location-Kuala Lumpur
Position- Customer Service
working hours- Rotational shifts
Language- Mandarin
24/7, 5 days per week, 8 working hours + 1 hour lunch break per day
Salary- RM KPI incentive: At least RM 250 depends on performance+ shift allowance RM 300
Job description:
- Handles and responds to customer enquiries and complaints online chat and/or e-mails
- Ensures all customer inquiries/ issues/ complaints are resolved according to the company's processes and procedures
- Identifies and escalates difficult and complex issues to senior team members
- Maintains a positive, empathetic and professional attitude towards customer
- Enters, updates and maintains accurate information of customer interaction, transactions, comments and complaints in the company's system
- Resolves customer requests and problems by making appropriate booking changes based on company's processes and procedures, as well as activity terms and conditions
- Liaises with external vendors and service operators to fulfil booking changes
- Keeps updated with company procedures and processes
- Shares customer feedback with relevant departments for further improvements