Executive - Customer Care Resolution Owner (Mandarin & Cantonese Language Support)

Responsibilities of the Role

Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience. Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs. Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations. Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards. Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation. Ensure customer claims and complaints are handled fairly and resolved within agreed timelines. Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction. Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making. Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience. Manage and drive DOA and OBF cases. Manage Ad-Hoc customer service-related projects. Record the case chronology with dates in GTAP CX Database daily on the cases managed. Manage social media / DOA / SG OBF Cases, GTAP CX Mailbox, Rejections. Provide timely responses to customer comments & complaints via telephone or email or walk in, consistent with service and quality standards. Requirements for the Role

Degree, Diploma, or an equivalent professional qualification. A high degree of integrity and professionalism with leadership traits. Dynamic, highly motivated, and result oriented team player with good interpersonal skills. Ability to work in a challenging environment with good initiative and able to work independently. Ability to manage multiple customer communication channels and resolve issues promptly. Proficient in both spoken and written English, Mandarin and Cantonese language. Candidates must possess a minimum of 2 years of experience in related fields. The Package

Attractive Salary. Performance related bonus for confirmed staff. Annual Leave 15 days. Medical Leave 14 days. Medical and hospitalization coverage. Working Location : Kuala Lumpur.

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