Customer Service Specialist

Overview

Ensure all incoming signals whether enquirers and / or complaints are attended promptly and resolve and closed-case within the stipulated time frame.

Act as an agent for Senheng to capture all Voice-of-Customer (VOC) for the organization and the management to improvise processes.

Responsibilities

• Provides efficient and effective telephone and social media (Facebook, Lazada Chat, Email and Quick Chat) responses to customers, ensuring all internal targets and follow up are monitored and met within the agreed timeline.
• Gathers and solve feedback of customer issues and concerns about products and services to optimize marketing intelligence.
• Provides fulfillment of all calls to conclusion or assesses when a call requires referral or escalation to superior.
• Undertakes all actions required by system and updates database continually.
• Develops and maintains strong relationship with customers and extensive understanding of all products, services, systems, and processes in order to deal with a variety of questions.
• Other responsibilities
• Non-Financial Measures Reserves product or service problems by clarifying customer’s complaints and follow up to ensure resolution in a timely manner.

Meet stipulated benchmarks :

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Requirements

Strong verbal and written in English and Bahasa Malaysia.

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