Call Center Agent - Kuala Lumpur, Malaysia - E-commerce Sdn Bhd

E-commerce Sdn Bhd

Verified Company

Kuala Lumpur, Malaysia

1 week ago

Posted by:

Siti Tan

beBee Recruiter

Description

Nature of Business:
Established online shopping platform in Malaysia

Location:
Kuala Lumpur

Working Days: 5 working days & 9 hours included break (Rotational shift | 11am - 11pm)

Salary:
Basic RM2,400 + RM300 (Skill Allowance) + RM100 (Attendance Allowance) + (KPI Allowance)

Job Requirements:

Minimum SPM or degree.
Able to work rotational shift.

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Need to have CS experience in call center:

Fluent in both English & Malay
Basic Ecommerce Knowledge

Responsibilities:

Manage customer/creator inquiries via the CRM tool, direct contact, or work with other teams.
Identify the root causes of escalated issues and provide appropriate resolutions to deliver excellent service. Summarize the Q&A and log in to the knowledge management tool.
Promptly escalate critical/ highrisk cases to the appropriate authority.
Coordinate with other teams/ departments to resolve customer issues, followup, and make sure closeloop to all escalations.
Look for opportunities to identify ongoing issues, eliminate repeat complaints, and reduce escalation rates to enhance the operating process and improve overall customer experience.
Respond to internal and external customer escalations quickly, proficiently, and professionally while meeting specific quality expectations.
Adhere to established procedures and guidelines while providing quality customer service to meet and exceed department standards.
Support adhoc projects and initiatives per business needs.