Key Responsibilities:
-Customer Support: Respond to customer inquiries promptly, professionally, and in a friendly manner via inbound and outbound calls, email, and live chat.
-Problem Resolution: Actively listen to customer complaints and take ownership of resolving issues by offering effective and timely solutions.
-Escalation Management: Escalate unresolved issues to higher-level support when necessary.
-Product Recommendations: Provide advice and recommend products, services, or loyalty programs based on customer needs and preferences.
-Feedback and Insights: Gather and share customer feedback and insights with management or product teams to help improve services and products.
-Administrative Support: Perform additional administrative tasks as assigned by management.
-KPI Achievement: Meet personal and team goals for customer satisfaction, response time, and service efficiency.
-Business Strategies: Understand and contribute to business strategies, including implementing self-service options to improve the customer experience.
-Process Improvement: Continuously improve the workflow and customer service processes to enhance service quality.

Requirements:
-Language Skills: Must be fluent in English, Mandarin, Malay, and Cantonese.
-Experience: At least 1 year of experience in a customer service role.
-Communication Skills: Excellent verbal and written communication and interpersonal skills.
-Organization & Time Management: Strong organizational skills with the ability to prioritize tasks and manage time effectively.
-Tech Proficiency: Proficient in using communication tools (Email, live chat, and similar platforms) and basic office software (e.g., Microsoft Office, Google Workspace).
-Multitasking: Ability to handle multiple tasks efficiently and work under pressure.
-Customer Focus: A strong customer-centric attitude and commitment to providing exceptional service.
-Shift Availability: Willing to work in shifts, including night shifts, weekends, and public holidays.

Preferred Qualifications:
-Multichannel Experience: Experience handling customer service inquiries across multiple channels (phone, email, live chat, etc.).
-Problem Solving: Strong problem-solving skills with the ability to think quickly and handle challenging situations.
-Industry Experience: Previous experience in a similar industry or role is an advantage.