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    • L2 Customer Services - Kuala Lumpur - Asia Recruit

    Asia Recruit
    Asia Recruit Kuala Lumpur

    2 weeks ago

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    Description
    • L2 Customer Services (Marketing and Digital Product)

    L2 Customer Services (Marketing and Digital Product)

    Based in Kuala Lumpur

    Job Summary:

    This role is focused on delivering exceptional customer service and support for Marketing and Digital Product related issues.

    Key Responsibilities:

    • Address users' concerns by directly communicating with them via email, handling cases, complaints, and feedback escalated from the L1 frontline.
    • Validate users' concerns and coordinate with the Campaign PIC or RM for seller-related inquiries.
    • Manage daily assigned cases and ensure all escalated cases are resolved or followed up on by the end of each shift.
    • Demonstrate a willingness to learn and adapt to new environments and procedures.
    • Embrace new initiatives and proactively share updates with the team.
    • Balance company policies with delivering value to customers in decision-making processes.
    • Monitor and manage backlogs, ensuring key performance indicators (KPIs) are consistently met.

    Requirements:

    • A minimum of 1-2 years of experience in a relevant field, such as customer service or digital marketing.
    • Strong logical problem-solving abilities with structured thinking.
    • Effective workload prioritization and attention to detail.
    • Ability to work independently and collaboratively as part of a team, with a positive attitude and eagerness to learn.
    • Strong skills in managing expectations and driving performance while collaborating with internal stakeholders.
    • Proven ability to resolve users' issues end-to-end, demonstrating flexibility to adapt to changing priorities, user needs, and work schedules.
    • Multitasking capabilities with a commitment to delivering quality work in a dynamic environment.
    • Familiarity with Microsoft Excel is an advantage.
    • Excellent verbal and written communication skills.
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