Job Description

• Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution information and analyzing customer needs.
• Maintaining a positive, empathetic and professional attitude toward customers at all times
• Continuously identify work process improvements.
• Communicating with customers through various support (phone, email, live chat).
• Provide accurate, valid and complete information by using the right methods/tools
• Manage a high volume of daily enquiries (email, live chat, phone call, Whatsapp, social media etc) by providing accurate, valid and complete information
• Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution.
• Take the extra mile to engage and to deliver the best customer service to all of our customers
• Act as the company gatekeeper
• Work closely with the production and operation team to ensure products and services rendered can achieve high customer satisfaction
• Work with customer service team to ensure proper customer service is being delivered
• Compile reports on overall customer satisfaction
• Other duties as may arise from time to time and as may be assigned to the employee. 
• Meeting individual (KPIs) and team goals.

Job Requirements

• Good command of written and spoken English to handle English speaking customers (proficiency in other languages would be advantageous).
• Able to work independently and with minimal supervision 
• Personality traits – Good attitude, enthusiastic, detail-oriented, responsible, trustworthy, ethical and goal focused.
• Customer service skills – Attentiveness, empathy, patience and consistency, persuasion, immaculate telephone manners and communication skills.
• Analytical thinking and high problem-solving skills.
• Stress tolerance and able to work under pressured environment.
• Communication and teamwork skills.
• Able to work on public holidays and weekends (work from home, revert to customer messages and enquiries)
• Proven working experience in a sales or customer care role
• Passionate about enhancing customer experience to promote retention and loyalty

Company Benefits

Additional Info