Executive - Customer Service (English and Vietnamese Language Support)

Key Responsibilities:

• Professionally represent the client in all forms of communication with customers, including phone, email, chat, in-person visits, and social media, ensuring clarity, professionalism, and a positive customer experience.
• Respond promptly to customer feedback, complaints, and inquiries, ensuring issues are effectively addressed and resolved in accordance with established KPIs.
• Work closely with other departments to investigate and resolve customer complaints, delivering solutions that meet or surpass customer expectations.
• Process machine returns and refunds following established procedures and guidelines, ensuring fairness and adherence to business standards.
• Manage social media interactions, including messages and comments (e.g., DOA, SG OBF), to enhance the company's online reputation and presence.
• Ensure that customer claims and complaints are treated fairly and resolved within the agreed-upon timelines.
• Evaluate and measure the effectiveness of current processes and call-handling procedures, recommending enhancements to boost productivity and customer satisfaction.
• Prepare and deliver necessary reports to the management team within specified timelines to assist in performance tracking and strategic decision-making.
• Take the lead or contribute to various customer experience (CX)-related projects as assigned by management, driving initiatives that enhance the overall customer experience.

Required Skills:

• Possession of a Degree, Diploma, or an equivalent professional qualification.
• Outstanding command of both spoken and written English and Vietnamese.
• A high level of integrity and professionalism, coupled with strong leadership qualities.
• Dynamic, highly motivated, results-oriented team player with excellent interpersonal skills.
• Ability to thrive in a challenging environment, demonstrating initiative and independence.
• Willingness to work in a 24/7 rotational shift schedule.

Compensation Package:

• Competitive Basic Salary.
• Performance-related bonus for confirmed employees.
• 15 days of Annual Leave.
• 14 days of Medical Leave.
• Medical and hospitalization insurance coverage.

Experience Level:

• Entry Level.

Work Location:

• Level 3, Towers A & B, Uptown 5, 5, Jalan SS21/39, Damansara Uptown, 47400 Petaling Jaya, Selangor.

Type of Employment:

• Full Time.