Customer Service

Position : Customer Service
Location : Bangsar South, KL
Salary Range : RM 3,500 to RM 5,500
Working Hours : 8.00am – 5.00pm (Monday – Friday, fixed shift) May occasionally assigned 8.30am - 5.30pm or 9am - 6pm shifts to cover colleague

Job Descriptions

The Customer Service Representative provides support and services to Brand Partners and customers by addressing enquiries, issues, and concerns from all means of communication which contribute to the success of product members.

Key Responsibilities

• Primarily interacts with Brand Partners via phone call, email, online chat, or in person to provide support and information on company’s products and services.
• Provides exceptional services to all customers and Brand Partners who walk-in to the Experience Centre.
• Utilizes a customer-centric attitude while assisting our customers on every interaction.
• Understands and expertly communicates our products, promotions, services, compensation plan, and policies & procedures to be able to support customer inquiries.
• Generates new product orders for existing and new customers.
• Works with internal staff and customers to identify and resolve challenges faced by customers.
• Recommends and promotes additional products and services to increase overall sales revenue.
• Consistently meets or exceeds performance expectations, including customer experience surveys, call handling metrics (including call volume), and quality standards.
• Completes internal tracking of required information in order to maintain effective records.
• Connects with customers by building meaningful relationships that support business success.
• Represents the company in a professional, courteous, and efficient manner at all times.
• Escalate product returns and refunds to relevant departments.
• Completes all company training and follows established policies and procedures.
• Demonstrates time management with presence/availability adhering to expectations.
• Participates in company events as and when required.

Requirements:

• Diploma or Degree in any discipline.

• 3-4 years of working experience in the customer service industry. Experience in network marketing industry is a plus.

• 2 years of contact/call center experience preferred.

• Ability to act as a conduit between Customer Service Representatives and Customer Service Leadership, answering and filtering questions, escalating concerning issues and maintaining a positive, solution focused attitude and outwardly displayed energy.

• Fluency in spoken and written English

• Strong communication skills

• Excellent telephone and customer service skills including a customer-centric attitude

• Ability to demonstrate a solid work ethic daily

• Technologies and Software Proficiency:

• Microsoft Office Suite

• Exigo – Industry and company specific Customer Relationship Manager (CRM)

• • Five9 – Telephony platform

Job Type: Full-time

Pay: RM3,500.00 - RM5,500.00 per month

Education:

• Diploma/Advanced Diploma (Preferred)

Experience:

• MLM: 1 year (Preferred)
• Customer service: 1 year (Preferred)

Work Location: In person