Customer Service Executive

Job Responsibilities:

• Ensure incidents are logged and updated in the helpdesk ticketing system
• Learn and achieve a good understanding of product features
• Guide supplier and buyer on portal usage and process.
• Provide service provisioning and training for suppliers
• To assist buyer and supplier enquiries on business/trading processes.
• Respond to inbound and outbound calls in a professional manner and provide solutions and advice where appropriate.
• Troubleshoot and resolve supplier issues within system accessibility.
• Ensuring service quality levels are maintained, and all issues are handled in a timely
• manner.
• Escalate clients' requests and complaints to appropriate specialists.
• Update clients about their requests and feedback status accordingly.
• Gather clients' feedback, identify problem trends, and report to supervisor for
• discussion or service enhancement.
• Perform other related duties on ad hoc basis.

Requirements:

• Candidate must possess at least a Diploma in any field.
• At least 2-3 years of working experience in IT industry (Helpdesk or Call-Centre)
• Preferably Executives specializing in Customer Service or equivalent.
• MUST be able to speak Mandarin**,** English, Bahasa Malaysia. We are seeking candidates proficient in Mandarin to effectively communicate with Mandarin-speaking clients.
• Ability to communicate effectively, both in writing and verbally
• Ability to focus in a dynamic work environment and thrive while responding to evolving product inquiries.
• Courteous with strong customer service orientation
• Ability to work as a team member, as well as an independent team player.
• Knowledge of the use of Microsoft Office