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Customer Service Agent


Posting Date : 19-Mar-2019

Salary : RM5,000

Type of Employment : Full Time

Location : Kuala Lumpur

Job Responsibilities

·         Handle inbound requests from customer regarding enquiry, complaints via telephone, email, live chat or other available channels.

·         Document Customer Support inquiries through the official ticket system. Keeping up-to-date on records of customer interactions.

        Provide accurate, valid and complete information through the right methods

·         Manage customer's expectations and handle customer complaints by provide appropriate solution with proper follow up.

·         Liaise with appropriate departments (Support, Account Managers, Development) to resolve issues brought up by customers.

·         Support Team Leader and Managers to continuously review processes, identify and resolve service gaps through constructive feedback for better efficiency.

·         Communicates scheduled maintenance operations over production environments, updating the customer of status as per SLA.

·         Follows up the resolution of escalated incidents and requests, working with other departments to keep the customer updated.

        Communicates with Customers and Account Managers to ensure their needs are covered.

        Commits to the department’s mission, vision, value and yearly objectives.

Requirements

        Excellent customer service skills.

        Strong verbal and written communication and interpersonal skills.

        Ability to accept constructive criticism to constantly improve technical and soft skills.

        Experience in Customer Service/Call Centre would be an added advantage

        Required computer skills: Microsoft Office Applications (Excel, Word, PowerPoint, Etc.)

        Required typing skills (Chinese characters): above 70 words in one minute

        Willing to work on rotational shift: (5 days a week, 2 days off).

        3 shift rotation basic (day, afternoon, midnight).

        Advanced verbal and written English skills is required.

        Advanced verbal and written Mandarin skills is required.

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