Korean Language Support - E-Commerce Customer Experience

Executive –Ecommerce Customer Experience (English and Korean Language Support)

The Position:

• The key objective of the role is to handle all the post-sales queries of customers from Korea regarding their online web order issues and escalations.



• The post sales executive will also provide support on new projects and initiatives designed to improve Customer Satisfaction and the overall post sales targets.

The Responsibilities of the Role:

• Manage all general enquires via calls, Chat & Email related to PC, Laptops and accessories.



• Manage complaints and feedback from customers.



• Own and resolve day-to-day sales issues as highlighted by customers.



• Act as a first point of contact for post sales customers, ensuring communications are actioned in a timely and effective manner.



• Provide regular and accurate post sales related information to customers.



• Maintain governance and audit processes targeted for Post Sales.



• Manage cancellation request, return/refund request, lead time inquires and assisting customer with other inquiries relating to post sales.



• Ensure accuracy of all data included in the CRM.



• Ensure all customer complaints are managed in accordance to set SOP.



• Proactively identify and act upon opportunities related to customer experience and satisfaction of Post sales customers.



• Any other task(s) as assigned by management.

The Requirements for the Role:

• Degree holder, preferably in IT related disciplines



• Proficient in spoken and written English and Korean.



• Minimum 2 years related post sales experience.



• Sales/service experience in retail, sales, service or other “helping” business (preferred).



• PC industry knowledge is an advantage.



• Experience supporting customers in a customer facing environment.



• Demonstrate ability to take ownership of customer issues and follow-up with customers to ensure a successful resolution and delightful experience.



• Attention to detail with customer and case documentation.



• Possess initiative, able to work independently and as a team.



• Dynamic, highly motivated and a result-oriented team player with good interpersonal skills



• Contact Centre Operating Days/Hours: Monday-Friday/9am-6pm (local time)



• Malaysian citizens proficient in spoken and written English and Korean are welcome to apply.

The Package:

• Attractive Salary (RM 8000- 9000).



• Housing allowance RM 500 (Korean nationals)



• Work Permit organized and paid by company.



• Flight ticket (where applicable) (Korean Nationals).



• Performance related allowance on a quarterly basis for confirmed staff.



• 15 days Annual Leave.



• 14 days Medical Leave.



• Medical and hospitalization insurance coverage.

Interested candidates are invited to apply via