Specialist, Customer Happiness

Objective -To assist Customer Happiness Senior in managing the team based on AM / PM shift and responsible for analyzing and planning overall customer service excellence, developing and reviewing process review and implementing customer service process review initiatives.     Position Responsibilities -Productivity – is a main qualifier to is a quality metric for assessing a team’s performance, and by default how well a team is managing and enabling the team to deliver. Which contains the sub-qualifier as below :          -First Response Time (Email and Live Chat)       -Resolution Time (Email and Live Chat)       -CSAT (Customer Satisfaction Score)       -Quality of Responses (Email and Live Chat)    -Acknowledging and resolving customer complaints promptly. -Knowing our products inside and out so that you can answer questions. -Keeping records of customer interactions, transactions, comments, and complaints. -Follow communication procedures, guidelines, and policies   -To communicate and coordinate with colleagues as necessary.  -To ensure customer satisfaction and provide professional customer support.  -Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution  -Contribute to the development and maintenance of standards, policies, and procedures regarding customer service -Learn about the organization’s products or services and keep up to date with changes  -Perform any other special project / task as assigned by superior / management  -Provide a solution and improvement plan to support the primary role. [Apply now at https : / / my.hiredly.com / jobs / jobs-malaysia-zus-coffee-job-specialist-customer-happiness-1]

Qualifications and Experience  -Candidate must possess at least SPM / Diploma.    -At least 1-2 years of working experience in customer service is required for this position.  -Experiences in Customer Service or Call Center in a fast-paced environment  -Familiar with the FandB industry and having coffee knowledge is a plus point -Willing to work on shifts, weekends and public holidays.      -Strong computer skills (e.g : Excel)   -Prior experience with Live Chat platforms (e.g : Zendesk, Freshchats, Intercom, etc)  -Computer literate and versed in working with numbers. -Critical thinking and problem-solving skills  -Proficiency in English and Bahasa Malaysia (Mandarin is an added advantage) -Respond to all enquiries from all official channels (e.g. Live Chat, emails, calls) and register all enquiries. -Good team player, positive attitude, and eager to learn -Detail-oriented, meticulous, able to work under pressure in a fast-paced environment -Must be an assertive team player with high energy to work in a fast-paced environment. -Demonstrates the appropriate level of skills to promote company products. -Well-organized and detail-oriented and able to multitask -Independent individual with strong decision-making skills  -Assist with other ad-hoc duties as and when required  -Ability to work with very minimal guidance or supervision and strong time management skills. a Necessity, not a Luxury