Customer Service Executive 客户服务执行员 (E-Commerce ERP System)

Job description

Responsibility

Respond to customer inquiries via phone, email, and chat in a timely and professional manner, providing accurate and helpful information about our SaaS products and services.

Troubleshoot and resolve basic technical issues related to our SaaS platform, escalating complex problems to the appropriate technical support team when necessary.

Maintain a thorough understanding of our SaaS products, e-commerce industry trends, and competitor offerings to effectively address customer questions and concerns.

Proactively identify and address potential customer pain points, offering solutions and guidance to improve their experience with our platform.

Document all customer interactions and resolutions in our CRM system, ensuring accurate and up-to-date records for future reference.

Collaborate with other team members to share knowledge, best practices, and customer feedback to improve our overall customer service processes.

Assist in the creation of customer support documentation, including FAQs, tutorials, and knowledge base articles, in English, Bahasa Malaysia, and Chinese.

Contribute to a positive and supportive team environment, fostering open communication and collaboration to achieve team goals.



Requirements

Full time office-based Customer Service.

Excellent verbal and written communication skills in English, Bahasa Malaysia, and Chinese.

Strong interpersonal skills and the ability to build rapport with customers.

Demonstrated ability to solve problems efficiently and effectively.

Basic understanding of e-commerce principles and practices.

Familiarity with SaaS software and CRM systems is an advantage.

Ability to provide basic technical support to customers.

Eagerness to learn and adapt to new technologies and software.



Benefits

Annual Leave

EPF

Training Provided

Medical Leave

SOCSO



Company address:

Tower 2 @PFCC , Jalan Puteri 1/2, Bandar Puteri Puchong, 47100 Selangor.