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Customer Service Executive

Vertex Mastery
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RM 1800 - RM 2500

Bukit Bintang

Full-Time

Job Description

Provide Customer Service

  1. Maintaining a positive, empathetic, and professional attitude toward customers at all times.
  2. Responding promptly to customers through various channels such as WhatsApp, Telegram, but not excluding Messenger, Social Media platforms such as Facebook pages, groups, or ads.
  3. Acknowledging and resolving customer complaints.
  4. Ensure customer satisfaction and provide professional customer support by responding efficiently and accurately to callers, explaining possible solutions, and ensuring that clients feel supported and valued.
  5. Answering or making calls to clients to learn about and address their needs, complaints, or other issues with products or services.
  6. Engaging in active listening with callers, confirming or clarifying information, and diffusing angry clients, as needed.
  7. Offer advice to clients on services and products.
  8. Deal with client requests and troubleshoot problems.
  9. Resolving customer complaints quickly and efficiently.
  10. Understanding key customer individual needs and addressing these.
  11. Promptly responding to customer queries via email, live chat, video, phone, and social media channels.
  12. Receiving or making a high volume of calls from or to customers.
  13. Using listening skills to understand the needs and complaints of the customer before offering them the best possible solution.
  14. Responding efficiently to customers and creating a positive experience.
  15. Remaining calm and professional while dealing with angry customers and providing them with the best solutions to resolve their issues.
  16. Resolving phone, walk-in, mail, fax, and email customer inquiries.
  17. Responding to client inquiries in a timely and professional manner.
  18. Creating a positive onboarding experience for new clients.
  19. Respond to customer service issues in a timely manner.
  20. Contacting customers to give them accurate feedback on the progress of their inquiries.
  21. Responding to escalated customer support issues.
  22. Immediately escalating serious complaints or issues that you are not equipped to deal with.
  23. Transferring and escalating the calls to the appropriate department if needed
  24. Liaise with different departments about client queries.
  25. Forwarding and escalating inquiries to relevant individuals and departments.

Managing Internal Processes

  1. Knowing our products inside and out so that you can answer questions.
  2. Processing orders, forms, applications, and requests.
  3. Communicating and coordinating with colleagues as necessary.
  4. Adhering and maintaining compliance to all company policies and procedures.
  5. Maintaining a polite, helpful, and professional manner at all times.
  6. Obtaining and sharing customer feedback with colleagues and other departments so that products and services can be improved.
  7. Maintaining a pleasant working environment for your team
  8. Overseeing the relationship with customers handled by your team.
  9. Managing a team of customer service employees.
  10. Promoting the vision of the organization.
  11. Identifying common problems and escalating them to management, along with possible suggestions for improvement, wherever possible.
  12. Assisting customer service staff with duties where required.
  13. Create effective customer service procedures, policies, and standards.
  14. Develop customer satisfaction goals and coordinate with the team to meet them on a steady basis.
  15. Familiarizing yourself with new products and services as they are introduced.
  16. Possessing excellent product knowledge to enhance customer support.
  17. Performing additional duties where needed.

Managing Customer information

  1. Keeping records of customer interactions, transactions, comments, and complaints.
  2. Maintaining an accurate record of all existing and potential clients.
  3. Maintaining confidentiality of information.
  4. Updating customer information as required.
  5. Respecting client confidentiality at all times.
  6. Processing and logging incoming calls into the CRM system.
  7. Maintain accurate records and document all customer service activities and discussions.

Maintain Customer Satisfaction

  1. Implementing customer support processes to enhance customer satisfaction.
  2. Identifying customer needs.
  3. Cultivating solid relationships with clients through the provision of exceptional aftersales service.
  4. Conducting quality assurance surveys with customers and providing feedback to the staff.
  5. Providing feedback on the efficiency of the customer service process.
  6. Understanding and using the required software, reports, tools, and metrics.
  7. Ensuring that the correct terms of sale are entered into the client database to prevent avoidable billing issues.
  8. Striving to achieve first call resolution and maintain the quality of service.
  9. Understanding and striving to meet or exceed metrics while providing excellent consistent customer service.

Job Requirements

Professional Development

  1. Willing to attend training sessions to grow knowledge of product and to develop customer service skills.
  2. Willing to take part in training and other learning opportunities to expand knowledge of company and position.
  3. Willing to participate in training and striving to increase and improve existing skills.
  4. Willing to attending workshops and meetings as required


**PS - Our application process is intense and designed to filter out people who don't fit our culture and work ethic, eg:
  • People who want an "easy" path without much challenges & growth-stimulating
  • People who are toxic - blame, shame, complain, victimize, and justify when things go wrong. 

So if you are thinking of "just-apply-and-see", do everyone a favor and not apply.






Company Benefits

GROWTH & LEARNING OPPORTUNITIES

There is nowhere better to develop personally and professionally in a safe space where mistakes can be made without judgment.

FREEDOM

Result-driven work schedule; don't simply work for hours

WORK ON YOUR GENIUS

Find your gift & receive training and direct mentorship from industry leaders.

A-TEAM CULTURE

No politics. No drama. No power plays.

PERFORMANCE COMMISSIONS

Everyone has the opportunity to be rewarded and get paid based on their performance.

TRAVEL AROUND ASIA PACIFIC

Travel to work, learn and sometimes, to play.


Additional Info

Experience Level

0 - 15 Years of Experience

Job Specialisation

Customer Service


Company Profile

Vertex Mastery-logo-image

Vertex Mastery

In Vertex Mastery, we provide result-driven business coaching sessions, transformational events, and effective marketing agency services to our clients to grow their business so that they can further impact and help their own clients through their products or services.


❤️ Our Purpose - Our Reason for Being In The Business

To create change and breakthroughs everywhere, and awaken the human spirit in everyone.  

🚀 Our Vision

 To invest in 40 IPO-able businesses by the end of 2030 .

📜 Company Profile

Click https://drive.google.com/file/d/1wyut78DOeWPW0jdDL5YZRJnC6rQQ6Lfl/view?usp=sharing here to discover our company more! 

______________________________________________________________

🙌🏻 Our Core Values


🤝 1. Value Driven

Adding Value =/= Being Busy

Whenever you do something, ask yourself if you are adding value to the company or people around you and what can you do to continue adding such values in your tasks as it is crucial for you to do something that adds value and NOT just doing something just to be busy.

🧬 2. Evolve

To constantly grow and improve upon ourselves, we always need to evolve and have that initiative to seek evolution for improvements. 

🧠 3. ResilIence

Resilience = Growth Opportunity

Whenever we face obstacles that can break us down and causing us to be really frustrated, it is important for us to be resilient and cope well with such tough times. As we all face tough times and when we do have the feeling of giving up, we need to remind ourselves that we have made it this far to where we currently are, and we need to carry on and brave through the storm. 

🤩 4. Trusthworthy

What trustworthy means 

  • To play above the line 
  • What is above the line?
    - Taking responsibility for the mistakes we make 
  • To be someone reliable to the team, the clients and your partners
  • No blaming, no shaming, no justifying, no victimizing, no complaining 


🌱 5. Expressing (Openess & Honestly)

Why is this important?

  • As a company, we don’t want to hold back and pent up our emotions 
  • The biggest problem with every company in general - there are a lot of emotions that are unresolved or unaddressed 
  • These said emotions fester and become toxic which eventually leads to factions and politics 
  • We have no factions and politics policy here, and we want to keep it that way

😲6. X-perience(WOW)

  • To WOW our customers, team members and everybody around us 
  • To be a source of positivity, light and love 

company-logo-image

Customer Service Executive

Vertex Mastery

RM 1800 - RM 2500

Bukit Bintang

Full-Time

This job is no longer available