Malaysia Job Openings
Agensi Pekerjaan Skillset Sdn. Bhd.
Customer Service Executive (English Speaker)
FULL TIME
October 18, 2024
Location: Menara Dana 13, Ara Damansara, Petaling Jaya
Salary: Basic Salary RM 2,200
Benefits:
- KPI allowance - RM200
- EPF SOCSO
- Training provided (1-month)
- Nearby with Public Transport
- Overtime If required
Working Hours:
- Monday - Friday (7.30 AM - 6.00 PM)
- Saturday - Sunday (8.00 AM - 5.00 PM)
- Excellent communication and writing skills in English and Bahasa Malaysia.
- SPM leavers are encouraged to apply.
- Able to work on rotational shifts.
- Good problem-solving skills and ability to perform in a high-paced working environment.
Inbound & Outbound Calls
- Liaise with the Business Unit on the status of service request
- Filter calls that do not need an engineer on-site and perform FCR
- Dispatch Engineer on-site for hardware-related issues
- Filter calls based on product and require different assistance such as software help and transfer to the department in charge
- Handle calls from Sales & Main Line
- Enquiries on Paper, Toner, Staples and others
- Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other products
- Enquiries on e Shop Web Portal online purchase and delivery matters
- Enquiries on indoor service repair status and related matters
- Enquiries on gift redemptions
- Enquiries on training-related matters
- Assisting customers to registering product warranties online
- Receive enquiries on consumable
- Process consumable orders
- Help customers with basic ‘how to’ guides
- Other administrative matters
- Any assignment as assigned by the immediate superior or HOD
- Assist Service Mailbox enquiries and replies
- Handle Inbound & Outbound Calls for the Main Line and Operator queue
- Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries
- Send sales lead to the respective sales team
- Raise escalation for the relevant Business Unit for resolution
- Accurately record and update customers’ cases into CRM and trackers following appropriate processes
- Provide accurate and understandable information to all customers and support partners
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases
- Ensure all follow-ups are done in a timely manner
- Ensure all SLAs are met appropriately
- Maintain a high level of customer satisfaction whilst maintaining a professional manner
- Be familiar with all policy, processes, and product knowledge and escalation paths
- Remain polite, patient and courteous with customers throughout the experience
- Ensure the end-to-end experience for all customers is at a high level of customer satisfaction
Pay: RM2,200.00 - RM2,500.00 per month
Benefits:
- Maternity leave
- Opportunities for promotion
- Professional development
- Rotational shift
- Overtime pay
- Performance bonus
- Do you have SPM certificate?
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