Community Customer Support (Monee)

Overview

Monee Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

The Community Customer Support team acts as the first point of contact for customer inquiries and complaints received via social media platform, delivering service that meets fintech industry standards. Building trust and rapport is crucial to creating a supportive and engaged community.

Responsibilities

• Respond to customer inquiries and complaints via phone, email, and chat, and ensure that all customer issues are resolved in a timely and satisfactory manner.
• Provide accurate information to customers about products, services, policies, and procedures.
• Escalate complex customer issues to the appropriate teams, and follow up to ensure that issues are resolved to the customer's satisfaction.
• Proactively monitor social media platforms to identify emerging trends, customer sentiment, feedback, potential risks, and issues; and provide feedback to cross-functional teams to help improve products, services, and processes.
• Meet or exceed established performance metrics, including customer satisfaction, first contact resolution, and response time.
• Maintain accurate and complete customer records and logs.
• Stay up-to-date with product and service knowledge, and participate in training and development activities as required.
• Handle other tasks and responsibilities as assigned by the supervisor.

Qualifications

Job details

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