Customer Care Assistant
Machines Sdn Bhd
Date: 6 days ago
City: Shah Alam
Contract type: Full time
Job Responsibility
Provides the Best Customer Care experience to Machines and BOBâs Customers.
Provides the Best Customer Care experience to Machines and BOBâs Customers.
- Identify customersâ needs and provide solutions to customers up to or exceeding customerâs expectation.
- Service Recovery: understand and resolves customerâs concerns and complaints while searching for the best recovery strategy for customers.
- Provides accurate information with regards to products that we sell, and inquiries related to retail offline stores, online, education, SMB and Enterprise.
- Alert management for issues that may require further escalation for complete resolution, or which may indicate a larger, underlying problem.
- Assigns cases or acts on any required customer follow-up.
- Meet KPIs set by superiors like average handling time, chat response rate, customer satisfaction score.
- Attend emails, calls, WhatsApp, Shopee, Lazada, TikTok, Facebook, Instagram, Salesforce cases/tags/chatter.
- Maintains full confidentiality of customers information and data.
- Communicate with inter-department regarding customerâs enquiry, order status, marketing promotions, warranty status, after-sales service, stock status, and appointments.
- Provides constant feedback from customers to improve Customer Care Experiences.
- Possesses SPM, STPM, Diploma or Degree Certification.
- Good Language proficient in English and Bahasa Malaysia, Mandarin will be an added advantage.
- Fresh graduate are welcome to apply
- Basic knowledge of computers is required, tech savvy will be an added advantage.
- Team Player, Responsible and Good Self-Discipline
- Practice Empathy and Positive Language when attending customer calls.
- Strong phone contact handling skills and active listening.
- Familiarity with CRM systems and practices will be an added advantage.
- Excellent communication and presentation skills.
- Ability to multi-task, prioritize, and manage time effectively.
- Possess experience in the customer care industry.
- Have a minimum of one year of relevant work experience.
- Good environment
- Casual Attire
- Staff Purchase
- Insurance Coverage
- Medical Claim
- EPF/SOCSO
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