Customer Support Coordinator (L1)

Job Summary:

The Call Buster is a key frontline role responsible for taking and resolving customer calls during US support hours but subject to rotational. This position requires strong problem-solving abilities, excellent customer service skills, and proficiency in using Zendesk to document and address issues effectively.

Key Responsibilities:

1. Call Handling:

o Serve as the first point of contact for customers, addressing inquiries, complaints, and issues.

o Engage customers professionally and keep them informed while resolving their concerns.

o Escalating to right support team according to priority of the issue

2. Issue Diagnosis:

o Ask relevant and detailed questions to drill down and identify the root cause of customer issues and address the ticket to relevant support team.

o Provide appropriate solutions or escalate complex issues as needed.

3. Zendesk Operations:

o Utilize Zendesk for tracking, documenting, and resolving customer cases efficiently.

o Maintain accurate and thorough records of all interactions.

4. Customer Service:

o Deliver exceptional customer experiences by maintaining a friendly and empathetic tone.

o Ensure customers feel valued and engaged throughout the interaction.

5. Night Shift Availability:

o Work exclusively during the night shift but subject to rotational, providing uninterrupted support to customers.

6. Continuous Improvement:

o Stay updated on company policies, products, and services to provide accurate information.

o Contribute to improving customer support processes through feedback and insights.

Qualifications:

· Education: High school diploma or equivalent; additional certifications in customer service or Zendesk are a plus.

· Experience: 1-2 years in customer service or a similar role, preferably with night shift experience.

Skills:

o Proficiency in using Zendesk or similar CRM tools.

o Strong verbal and written communication skills in fluent English.

o Ability to document interactions and resolutions clearly and accurately.

o Excellent questioning skills to diagnose issues effectively.

Key Competencies:

· Customer-focused approach with the ability to keep customers engaged.

· Strong problem-solving and critical-thinking abilities.

· Attention to detail in documenting and following up on issues.

· Adaptability to work in a fast-paced and challenging environment.

Pay: RM4,000.00 - RM6,000.00 per month

Benefits:

• Opportunities for promotion
• Professional development

Work Location: In person