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Customer Service

Puzzle PlanetKuala Lumpur, MY

26 days ago

Job description

Customer Inquiry Management : Oversee the handling of customer inquiries through various channels, including phone, email, and social media. Ensure prompt and accurate responses to address customer needs and concerns. -Issue Resolution : Act as a liaison between customers and internal departments to resolve issues effectively and efficiently. Take ownership of escalated cases and follow through to resolution, ensuring customer satisfaction. -Relationship Building : Develop and maintain strong relationships with customers to foster loyalty and retention. Proactively engage with customers to understand their needs and preferences, providing personalized support and recommendations. -Customer Feedback Collection : Gather feedback from customers through surveys, reviews, and other feedback channels. Analyze feedback to identify trends, pain points, and areas for improvement in products and services. -Process Improvement : Collaborate with internal teams to streamline customer service processes and improve efficiency. Implement best practices and recommend system enhancements to enhance the overall customer experience. -Training and Development : Provide training and support to customer service representatives to ensure they have the knowledge and skills to deliver exceptional service. Foster a customer-centric culture within the organization. -Performance Monitoring : Monitor key performance indicators (KPIs) related to customer service, such as response time, resolution rate, and customer satisfaction scores. Track performance metrics and identify opportunities for improvement. -Customer Engagement Initiatives : Develop and implement customer engagement initiatives, such as loyalty programs, customer appreciation events, and outreach campaigns. Strengthen relationships with customers and enhance brand loyalty. -Cross-Functional Collaboration : Collaborate with cross-functional teams, including sales, marketing, and product development, to align customer service initiatives with business objectives. Share customer insights and feedback to inform strategic decision-making. -Crisis Management : Handle customer complaints and escalations in a calm and professional manner, demonstrating empathy and a commitment to resolving issues. Manage crisis situations effectively to minimize negative impact on the brand. -Upselling and Cross-Selling : Identify opportunities to upsell and cross-sell additional products or services to existing customers. Use a consultative approach to understand customer needs and recommend relevant offerings that add value and [Apply now at https : / / my.hiredly.com / jobs / jobs-malaysia-puzzle-planet-job-customer-service-3]

Qualification : At least Diploma or Bachelor's degree in Sales, Marketing, Business Administration or a related field -Language : Fluent in English (Both Spoken and Written), Knowledge of Mandarin is highly desirable -Proven experience in customer service management, with a focus on upselling and relationship building. -Excellent communication and interpersonal skills. -Strong sales understanding and ability to identify upselling opportunities. -Ability to empathize with customers and address their needs effectively. -Proficiency in CRM software and other customer service tools. -Analytical mindset with the ability to interpret data and generate actionable insights. -Leadership skills and ability to motivate and inspire a team. -Commitment to delivering exceptional customer service and building long-term relationships.

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Customer Service • Kuala Lumpur, MY