Executive - Customer Service (English and Malay)

Key Responsibilities:

• Address customer and seller inquiries related to online merchandise or service orders via Inbound Chat.
• Guide customers and sellers in product selection, respond to basic presales questions, and recommend various available product options.
• Document customer interactions and issues within the Customer Relationship Management System (CRMS).
• Ensure timely and effective resolution of customer and seller inquiries by providing additional information or escalating issues to the appropriate teams as per established procedures.
• Manage all customer and seller feedback, complaints, and disputes, escalating to the Assistant Manager - Operations or relevant teams when necessary.
• Deliver high-quality service to customers through the Chat platform, providing solutions in line with provided guidelines.
• Actively engage in team activities, contributing to regular meetings and sharing feedback and ideas with colleagues and the Assistant Manager.
• Escalate any unresolved queries or issues that cannot be addressed within the defined procedures.
• Meet agreed-upon productivity and quality standards, as well as any key performance indicators (KPIs) set by management.
• Maintain a thorough understanding of performance standards, including business protocol, and adhere to ASUS policies and procedures.

Required Skills:

• Diploma or Degree in any field.
• Proficient in spoken and written English and Bahasa Malaysia.
• Experience in e-commerce or familiarity with online marketplaces is a plus.
• Basic computer skills, including MS Office, MS Outlook, and Internet Explorer.
• Self-motivated, able to work independently as well as collaboratively within a team.
• Dynamic, highly motivated, results-oriented team player with strong interpersonal abilities.
• Contact Centre Operating Days/Hours: Monday – Friday (9.30 am - 5.30 pm), Saturday (9.30 am - 12.30 pm).

The Compensation Package:

• Competitive Salary (RM2800).
• Quarterly performance-related allowance for confirmed staff.
• 15 days of Annual Leave.
• 14 days of Medical Leave.
• Medical and hospitalization insurance coverage.

Experience Level:

• Entry Level.

Location:

• Kuala Lumpur, WP, Malaysia.

Employment Type:

• Full Time.