Customer Service Representative

Join redONE as a Customer Service Representative and be the friendly face of our retail outlet!

You will assist walk-in customers, handle enquiries and complaints, support registrations and account-related requests, and ensure a smooth customer experience.

ROLE OVERVIEW

• To ensure business operations run smoothly at redONE Retail Outlets.
• Responsible for acting as a liaison between customers and companies.
• Assists with orders, billing, account questions, errors, cancellations, and other queries.
• Timeliness of successful implementation of initiatives.

JOB RESPONSIBILITIES

• Attending walk-in customers professionally by providing the correct information about products and services, line registration, other requisitions, or complaints by following the latest policies and processes.
• Create engagement and generate revenue growth at the branch.
• Compile reports on overall customer satisfaction and complaints to the Superior.
• Adequate knowledge of company products, always answerable to questions about the process, and terms of products sold by the company.
• Resolve customer complaints or issues as required SLA, and update customers on the outcomes via email or call with recording.
• Assure Opening and Closing counters are properly hand-over during operating hours.
• Undertake any other ad-hoc duties as assigned.

JOB REQUIREMENTS

• Minimum Higher Secondary School/SPM/"O" Level or equivalent.
• At least 1 year of experience in Customer Service, Retail, Frontliner, Customer Support or a related field.
• Experience working in a telecommunications (Telco) company is an added advantage.
• Excellent communication and interpersonal skills.
• Strong customer service mindset with a professional and positive attitude.
• Good active listening and problem-solving skills.
• Strong sense of urgency and ability to prioritize tasks effectively.
• Highly organized and able to manage multiple tasks within required timelines.
• Proactive, responsible and able to work well under pressure.
• Proficient in Microsoft Office applications.

PHYSICAL REQUIREMENTS
The candidate must demonstrate the ability to achieve the following:

• Meet individual targets set by management.
• Effectively handle and manage work-related pressure.
• Demonstrate good teamwork and leadership skills when supporting team activities and daily operations.
• Ensure the division completes daily tasks and adheres to company SLA requirements.
• Foster and maintain positive working relationships with internal teams and other departments to expedite processes and initiatives.
• Monitor and follow up closely on delayed submissions to minimize discrepancies and ensure timely resolution.