Customer Support Specialist

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Job Description:
∙ Attending enquires and request from customer via multi-channel (email, sms, phone call, live chat etc).
∙ Monitoring and troubleshooting escalated transactions.
∙ Identify and assess customers’ needs to achieve satisfaction
∙ Build sustainable relationships and trust with customer accounts through open and interactive communication
∙ Provide accurate, valid and complete information by using the right methods/tools
∙ Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
∙ Keep records of customer interactions and process customer accounts
∙ Follow communication procedures, guidelines and policies
∙ Take the extra mile to engage customers
∙ Escalate issue to Service Delivery team for further investigation.
∙ Communicate with supplier and partner on the enquiries and cross checking.
∙ To provide accurate and timely information, alternatives and solutions to customers on products and services.
∙ To send broadcast for affected services to all customer.
∙ Daily checking on customer balance as well as supplier balance.
∙ Product routing to different supplier if error encounter.
∙ System monitoring and system backup.

Job Requirements:
∙ Proven customer support experience or experience as a client service representative
∙ Ability to multi-task, prioritize, and manage time effectively
∙ Experience in Telco or Remittance industry will be preferred but not essential.
∙ Basic computer skills (Microsoft Office, Email etc.)
∙ Fluent in English, Malay, Chinese (May deal with Chinese speakers)
∙ Must be able to work on rotational scheduling including weekends and Public Holidays
∙ Passionate in delivering top notch customer experience and willingness to learn attitude.
∙ Fresh Graduates are welcomed

*Malaysians only

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