MAIN DUTIES AND RESPONSIBILITIES

• Respond to customer inquiries via phone, email, chat, and other channels in a timely and professional manner.

• Provide accurate information about products, services, and policies.

• Handle and resolve customer complaints with empathy and efficiency.

• Manage escalation tickets by identifying unresolved or complex issues and escalating them to the appropriate department or senior personnel.

• Track and monitor the progress of escalated cases to ensure timely resolution.

• Maintain detailed records of customer interactions, including escalation logs and records.

• Collaborate with internal teams to improve customer service processes and reduce recurring issues.

• Meet individual and team KPIs, including response time, resolution rate, and customer satisfaction scores.

• Provide feedback and suggestions to improve service quality and customer experience.



REQUIREMENTS:

• Preferable Diploma or Degree holders.

• 1-3 years of customer service experience, preferably in the retail industry.

• Experience handling international customers (non-Malaysian) is an advantage.

• Strong interpersonal and communication skills, with a high level of proficiency in English (both written and verbal).

• Strong customer service orientation, with the ability to prioritize and address customer needs based on urgency.

• Proficient in Microsoft Office Suite and Google Workspace for effective workflow management.

• Familiarity with SAP and Freshdesk ticketing systems is a plus.

• Ability to multitask, act quickly, and maintain attention to detail.