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Customer Service Executive

Customer Service Executive

Aik Huat Hardware Trading Sdn BhdSeri Kembangan, Selangor, Malaysia
14 days ago
Job description

Requirements

  • Minimum education : Diploma and above.
  • Fresh graduates are encouraged to apply.
  • Provide exceptional customer service and support to clients via phone, email, and online chat in English, Bahasa Malaysia, and Mandarin.
  • Address customer inquiries, resolve complaints, and troubleshoot technical issues related to IT and hardware products effectively and efficiently.
  • Maintain a comprehensive understanding of the company's product offerings and services to accurately assist customers and provide relevant information.
  • Document customer interactions and resolutions in the company's CRM system, ensuring accurate and up-to-date records.
  • Collaborate with internal teams, including sales, technical support, and logistics, to resolve complex customer issues and ensure customer satisfaction.
  • Manage time effectively to prioritize and handle multiple customer requests simultaneously, meeting established service level agreements (SLAs).
  • Identify and escalate critical issues to senior team members or relevant departments for prompt resolution.
  • Contribute to the development and improvement of customer service processes and procedures to enhance overall customer experience.
  • Participate in training programs to enhance product knowledge, customer service skills, and problem-solving abilities.

Responsibilities

  • Respond to customer inquiries via phone, email, and chat in a timely and professional manner, providing accurate information and resolving issues effectively.
  • Process customer orders, returns, and exchanges, ensuring accuracy and adherence to company policies and procedures.
  • Maintain a thorough understanding of the company's products and services to effectively address customer questions and concerns.
  • Document customer interactions and resolutions in the company's CRM system, ensuring accurate and up-to-date records.
  • Identify and escalate complex customer issues to senior team members or other departments as needed, ensuring timely resolution.
  • Proactively identify opportunities to improve the customer experience and provide feedback to management.
  • Assist in the development and maintenance of customer service procedures and training materials.
  • Contribute to a positive and collaborative team environment, supporting colleagues and sharing knowledge.

    • Benefits

  • Annual Leave
  • Health Insurance
  • Medical Leave
  • SOCSO

    • Skills

    Customer Service Problem-Solving Skills Time Management Communication Skills

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    Customer Service Executive • Seri Kembangan, Selangor, Malaysia