customer experience representative

3 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia WELSEND MALAYSIA SDN BHD Full time 2,100,000 - 3,100,000 per year

Customer Experience Representative

Type: Full-Time

Project: Travel Platform / Share-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.

Job Type: Full-time

Pay: RM4, RM6,500.00 per month

Benefits:

  • Maternity leave
  • Meal allowance
  • Opportunities for promotion

Work Location: In person

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