Customer Service Agent

Job Summary :

The Customer Service Agent will be responsible for delivering exceptional customer support to our clients. This role involves handling inquiries, providing resolutions, and maintaining a high standard of service in line with company objectives. The candidate should possess strong communication skills and thrive in a fast-paced, dynamic environment, ensuring customer satisfaction is a priority.

Job Description :

1.    Respond to customer inquiries via phone, email, and live chat with a professional, friendly, and courteous attitude.

2.    Resolve product or service issues by clarifying the customer's complaint, determining the cause of the problem, and selecting the best solution to solve the issue.

3.    Provide accurate information regarding products, services, and policies, ensuring the customer's needs are fully addressed.

4.    Educate customers on processes, product features, and services, creating awareness and fostering satisfaction.

5.    Actively listen to customer concerns, provide appropriate solutions, and follow up to ensure resolution.

6.    Work closely with cross-functional teams to address complex issues, escalate matters when necessary, and collaborate to ensure the highest level of customer satisfaction.

7.    Handle multiple tasks efficiently in a fast-paced environment, including managing time effectively and prioritizing tasks as necessary.

8.    Document and maintain customer records by updating account information and call details after each interaction in the system.

9.    Utilize Microsoft Office programs, particularly Excel and Word, to track and report customer data, performance metrics, and other relevant information.

10. Maintain technical proficiency with customer support software and tools.

11. Maintain the company's reputation for high-quality service by adhering to policies and procedures, ensuring compliance with company standards.

Provide feedback and recommendations to improve customer service processes, contributing to continuous improvement efforts

Candidate must possess :

a)       at least SPM / Diploma / Advanced / Higher / Graduate Diploma or Bachelor's Degree in any fields or equivalent;

b)       preferably a minimum of one (1) year working experience in a call centre environment in e-commerce sector and banking industry

c)       moderate or strong proficiency in Microsoft Excel, Microsoft Word and other Microsoft Office programs;

d)       excellent written and verbal communication skills in English. Proficiency in other additional languages such as Malay, Cantonese or Mandarin will be an advantage;

e)       ability to work under pressure;

f)        ability to work with cross-functional teams to achieve desired output;

g)       excellent phone disposition

h)       Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.

i)        Passionate towards customer satisfaction

j)        Able to work on shift (Operation hours : 24x7, off day on rotation basis)

k)       Able to response customer with written communications, interact with customers to answer questions, solve problems, provide education, create awareness and maintain company’s reputation for high-quality service.