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Customer Support Handling

Customer Support Handling

Brandt Business Services Sdn. Bhd.MY
30+ days ago
Job description

Job Summary :

As a Customer Support Representative, you will be responsible for handling customer inquiries and providing timely and accurate assistance across various communication channels. The ideal candidate will possess excellent communication skills, attention to detail, and the ability to effectively manage customer relationships.

Job Description :

  • Manage customer service inquiries raised through the TWS website JIRA service desk plugin.
  • Respond promptly to customer tickets, ensuring resolution and customer satisfaction.
  • Handle customer service inquiries received via the TWS CS support email.
  • Communicate with merchants via email to clarify customer inquiries and provide accurate responses.
  • Monitor and respond to customer inquiries on social media platforms, including Instagram, Facebook, and TikTok.
  • Engage with customers on TWS social forums to address their inquiries and concerns effectively.
  • Utilize the real-time chat interface on the website to communicate with customers instantly.
  • Assist customers through the client-provisioned chat tool for seamless communication and support.
  • Monitor and respond to customer reviews posted on the TWS website for relevant products.
  • Address compliments, complaints, and concerns expressed by customers in product reviews.
  • Handle general inquiries and collaborate with team members to address customer concerns.
  • Assist with order-related inquiries and provide support to ensure smooth order processing.

Job Requirement :

  • Possess a Diploma / Advanced Diploma, Bachelor's Degree, or equivalent in any field, with a preference for candidates specializing in Customer Service.
  • Ideally, have at least 1 year of experience in a Contact Centre, handling Live chats, emails, and inbound & outbound calls.
  • Strong communication skills required, including proficiency in email, face-to-face conversations, and messenger discussions.
  • Proficiency in English, both spoken and written; Mandarin proficiency is advantageous.
  • Mandatory business writing skills and good typing ability.
  • Demonstrated logical thinking and problem-solving skills.
  • Ability to work independently in a fast-paced environment while maintaining a positive attitude and eagerness to learn.
  • Must be a team player and exhibit strong teamwork consistently.
  • Flexible to work on a (24 / 7) shift, 5 days weekly, and willing to adapt to changes.
  • Ability to handle customer enquiries politely and patiently.
  • Capacity to multitask effectively and act as a liaison between merchants and customers on incoming enquiries.
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    Customer Support • MY