Customer Service Specialist

Job Overview

We are seeking a highly responsible customer service specialist with excellent communication skills to serve as a bridge between the company and its customers. You will be responsible for promptly responding to customer inquiries through multiple channels (phone, online chat, email, etc.), resolving customer related issues in a professional and efficient manner, improving customer satisfaction and loyalty, and safeguarding the company brand image.

Key Responsibilities

1. Customer Inquiries & Problem Resolution

· Respond to customer inquiries warmly and professionally via designated channels including phone, online chat and email.

· Accurately identify and understand customer issues, and provide precise solutions or product information.

· Efficiently handle various customer related matters concerning product usage, order status, after sales service, complaints and other issues.

2. System Operations & Documentation

· Be proficient in customer service systems, CRM systems and other relevant internal tools.

· Record every customer interaction and handling process clearly, accurately and completely.

3. Customer Relationship Management

· Proactively follow up on complex issues and update customers on progress in a timely manner to ensure thorough resolution.

· Collect, summarize frequently asked questions, customer feedback and suggestions, and compile regular reports for supervisors.

· Properly handle customer complaints, calm customer emotions, resolve conflicts and enhance customer experience.

4. Team Collaboration

· Work closely with internal teams to resolve customer issues jointly.

· Take part in team training and knowledge sharing sessions to continuously improve professional knowledge and communication skills.

Job Requirements

1. Education & Experience

-College diploma or degree in any field.

-Candidates with customer service experience are preferred.

2. Knowledge & Skills

-Fluent in Bahasa Malaysia and English, with good verbal communication and interpersonal skills.

-Basic computer skills and proficiency in Microsoft Office.

-Proficiency in Mandarin is an added advantage.

3. Personal Qualities & Competencies

-Customer oriented mindset: Strong service awareness and great patience.

-Empathy: Ability to think from the customer’s perspective and understand their emotions.

-Problem solving capability: Clear thinking, capable of quickly analyzing problems and identifying solutions.

-Sense of responsibility & team spirit: Self motivated, accountable, and able to cooperate well with team members.

Pay: RM3,200.00 - RM3,800.00 per month

Benefits:

• Professional development

Work Location: In person