Primarily act as the interface between buyer and seller via various contact channels, including voice, email, online chats, case management, etc.
Setting realistic expectations, resolving fulfilment-related problems and providing support to the customer, ensuring a high level of satisfaction.
Primarily handle inquiries via various channels and platforms about orders, payments, shipping, vouchers, etc. from both seller and buyer through native channels or Salesforce.
Primarily handle escalations related to manager callbacks and service recovery cases via emails.
This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond to users via call back, email and social media on a timely manner
Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
To meet Key Performance Indicators (KPI)
To record case details in Customer Relationship Management (CRM)
Communicate effectively by providing accurate information to the users, external partners and stake holders
Provide an effective solution for customer disputes issue
Assume additional responsibilities as assigned
Communicate effectively with team members
To take on ad-hoc projects/assignments
Undertake any other duties as and when assigned by Management.
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; JOB REQUIREMENTS: Job Requirements:
Candidate should possess a Diploma / Advanced Diploma, Bachelor Degree or equivalent in any field
Preferably Executive specializing in Customer Service or equivalent
Preferably at least 1 year of related working experience in a Contact Centre
Experience in managing Live chats, emails, and inbound calls
Both fresh graduates and experienced applicants are welcome (we can discuss the entry-level based on your previous experience)
Strong communication skills in email, face-to-face conversation and messenger discussion
Good communication skills in English and Malay, both spoken and written. Mandarin is an added advantage
Business writing skill is mandatory
Good typing skill
Strong logical thinking and problem-solving skills at all times
Able to work independently in a fast-paced environment
Good team player, positive attitude and eager to learn
Fast learner and able to adapt to changes
Ability to multi-task, prioritize and manage time effectively
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