Customer Service Agent

Key Responsibilities:

• Respond promptly and accurately to customer inquiries via chat.
• Handle customer requests including order inquiries, cancel requests, and product information.
• Provide empathetic and professional solutions to resolve customer concerns, ensuring a positive customer experience.
• Perform upselling and cross-selling when addressing product inquiries, recommending suitable items based on customer needs.
• Escalate complex or sensitive cases to the appropriate CS level (L2/supervisor) when necessary.
• Consistently adhere to communication guidelines, SOPs, and company policies.
• Identify recurring customer issues and share feedback with the QA/Operations team to improve processes and service quality.
• Achieve key performance targets such as productivity, QA scores, Average Handling Time (AHT), and Customer Satisfaction (CSAT).

Requirements

• Proven experience as a Customer Service Representative, preferably in e-commerce.
• Excellent verbal and written communication skills, both in Malay and English, Mandarin language would be added advantage
• Excellent in communication skills.
• Strong problem-solving skills with an empathetic and customer first mindset.
• Familiarity with beauty industry or e-commerce platforms (Shopee, TikTok Shop, Lazada, etc.) is an advantage.
• Flexible to work in shifts, weekends, and public holidays as required.
• Minimum education level: Diploma
• Typing speed: At least 45 words per minute

Remarks:

This Job Description outlines the primary responsibilities of the position but may not cover all tasks you may be required to perform. It will be reviewed periodically by company.