Customer Service

The CSS lives the values of our client which are:

• Responsibility : The CSS represents the client and is the face of the brand to the outside world.
• Quality and a Passion for Excellence : We always want to shoot for the best possible result.

The CSS is expected to project a professional company image through various communication channels.

Qualifications

Education background:

• Bachelors Degree or at least Diploma or equivalent in any discipline.
• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension).

Work experience:

• Minimum of 6 months work experience in customer support in any industry.
• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field.
• Call centre experience is not a must but would be a distinct advantage.

Required Interpersonal Skills

• Customer Service orientation
• Customer Results/Solutions focussed
• Customer Expectations Management
• Active Listening Skills
• Ability to handle queries and objections in a professional manner
• Passionate about communication and interacting with people is key to success in this role
• Able to receive continuous feedback and work in a fast-paced working environment
• Positive attitude and willingness to learn and go the extra mile for self-improvement
• Emotional intelligence and ability to stay calm when customers are stressed or annoyed
• Good reasoning and analytical skills
• Able to demonstrate critical thinking, a proactive attitude, and composed communication in challenging situations

Must be able to speak, read and write the required language to support.

Technical Skills

• Minimum typing speed of 40wpm with a 90% accuracy score.
• Computer literate and fully conversant in Microsoft Windows and Microsoft Office.

Responsibilities

(May perform other duties as requested that may not be specifically addressed in this document)

• Overview of CSS Role:

CSS represents the brand, the culture, and the values of the client.

• Your attitude and how you behave will determine how our client is perceived by its customers.

It is imperative that the CSS maintains a positive, empathetic, and professional attitude towards customers at all times.

• Customer concerns must be handled positively and professionally.

Must interact, support, be open to receiving feedback and reporting issues on behalf of our customers.

Responsibilities and Accountabilities

• Support customers to place online orders with the client.
• Provide timely support to customers through available communication channels (inbound phone calls and email).
• Process payments and confidential client information in a manner that is precise and safeguards the customers personal and financial payment data at all times.
• Proactively support customers to mitigate the risk of damage to the clients brand and customer loyalty.
• Identify and escalate priority issues through appropriate channels as and when necessary.
• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience.
• Maintain and improve quality of service by sharing suggestions and recommendations.
• Keep job knowledge and skills up to date by attending training and continuously learning.
• Meet all key performance indicators set by the company and client.
• Adhere to the policies and procedures set by the company and client.

Job Type

Full-time

Pay

Up to RM3,300.00 per month

Schedule

• Rotational shift

Language

• Mandarin (Preferred)

Location

• Bayan Lepas (Preferred)

Expected Start Date

09/11/2024

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