(Work From Home) Senior Customer Service Executive (Live Chat - Typing Only)

• Respond to customer enquiries via live chat and social media platforms in a professional manner.
• Follow up on customer requests via calls, live chat or social media when required.
• Develop a thorough understanding of operations and work closely with relevant teams and departments to resolve customer issues and provide a positive customer experience.
• Handle customer complaints by providing appropriate solutions and alternatives within the required timeframe.
• Provide customized and personalized service based on individual customer needs.
• Listen to customer feedback, identify root causes and communicate feedback to the relevant departments.
• Contribute to premium customer service by reporting daily incidents, customer behaviour and trends.
• Develop a thorough understanding of key customer needs and requirements.
• Build and maintain trusted relationships with a portfolio of major clients to encourage customer retention.
• Perform customer retention and service recovery activities when required.

Job Requirements

• Experience working as a Subject Matter Expert (SME) or team lead in customer service position.
• Comfortable working in a fast-paced environment.
• Independent, customer-focused, results-oriented and disciplined.
• Strong multitasking, prioritization and time management skills.
• Good creative thinking and problem-solving skills.
• Willing to sign a confidentiality agreement to protect customer and company information.
• Stable internet connection with a minimum speed of 100 Mbps, as this is a work-from-home position.
• Able to work on 24/7 rotating shifts, including weekends and public holidays.
• Able to read and write in English, Bahasa Melayu and Mandarin.

What You Will Gain

• Opportunities to grow, learn and demonstrate your skills and talent.
• Be part of a people-focused company.
• Opportunities to participate in various learning and development programmes.
• Career development opportunities with a pathway towards future leadership roles.

Remuneration Package

• Basic salary
• Shift allowance
• Language allowance
• KPI incentive
• Performance bonus

Job Type: Full-time

Pay: RM4,500.00 - RM6,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Work from home

Experience:

• Subject Matter Expert (SME) or Team Lead: 1 year (Required)
• Live chat: 1 year (Required)

Language:

• Mandarin (Required)

Work Location: Remote