Online Support Executive
Wealth Mastery Academy
Date: 3 weeks ago
City: Remote
Salary:
MYR 3,000
-
MYR 5,000
per month
Contract type: Full time
Remote
Job Responsibility
- Provide exceptional customer service to Mandarin-speaking customers via online channels (e.g., live chat, email, social media) and phone calls.
- Respond to customer inquiries, addressing their questions and resolving their issues promptly and professionally in both Mandarin and English.
- Assist customers with navigating online platforms, understanding products/services, and completing transactions.
- Document customer interactions accurately and comprehensively in the customer service database.
- Identify and escalate complex or unresolved issues to senior team members or other relevant departments.
- Actively listen to customer concerns, demonstrate empathy, and strive to find mutually agreeable solutions.
- Proactively identify opportunities to improve the customer experience and provide feedback to the team leader.
- Maintain a thorough understanding of company products, services, and policies to effectively assist customers.
- Contribute to a positive and collaborative team environment.
- Provide exceptional customer service via online channels (chat, email, social media) and phone, addressing inquiries and resolving issues promptly and professionally.
- Communicate fluently and effectively in both Mandarin and English, catering to a diverse customer base.
- Demonstrate strong active listening skills to understand customer needs and provide tailored solutions.
- Utilize problem-solving skills to identify the root cause of customer issues and implement effective resolutions.
- Exhibit empathy and patience when dealing with frustrated or upset customers, ensuring a positive customer experience.
- Manage and resolve conflicts effectively, escalating complex issues to senior team members when necessary.
- Maintain accurate records of customer interactions and resolutions in the company's CRM system.
- Collaborate with other team members to improve customer service processes and ensure consistent service delivery.
- Stay up-to-date on company products, services, and policies to provide accurate and informative support.
- Adhere to company's customer service standards and guidelines to ensure customer satisfaction.
- Annual Leave
- EPF
- Health Insurance
- Medical Leave
- SOCSO
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