Customer Care Assistant

Job Responsibility

1. Provides the Best Customer Care experience to Machines and BOB's Customers.
2. Identify customers' needs and provide solutions to customers up to or exceeding customers' expectation.
3. Service Recovery: understand and resolve customer’s concerns and complaints while searching for the best recovery strategy for customers.
4. Provides accurate information regarding products that we sell, and inquiries related to retail offline stores, online, education, SMB and Enterprise.
5. Alert management for issues that may require further escalation for complete resolution, or which may indicate a larger, underlying problem.
6. Assign cases or act on any required customer follow-up.
7. Meet KPIs set by superiors like average handling time, chat response rate, customer satisfaction score.
8. Attend emails, calls, WhatsApp, Shopee, Lazada, TikTok, Facebook, Instagram, Salesforce cases/tags/chatter.
9. Maintain full confidentiality of customers' information and data.
10. Communicate with inter-department regarding customer’s enquiry, order status, marketing promotions, warranty status, after-sales service, stock status, and appointments.
11. Provide constant feedback from customers to improve Customer Care Experiences.

Job Requirements

1. Possesses SPM, STPM, Diploma or Degree Certification.
2. Good language proficiency in English and Bahasa Malaysia; Mandarin will be an added advantage.
3. Fresh graduates are welcome to apply.
4. Basic knowledge of computers is required; tech-savvy will be an added advantage.
5. Team player, responsible, and possesses good self-discipline.
6. Practice empathy and positive language when attending customer calls.
7. Strong phone contact handling skills and active listening.
8. Familiarity with CRM systems and practices will be an added advantage.
9. Excellent communication and presentation skills.
10. Ability to multi-task, prioritize, and manage time effectively.
11. Possess experience in the customer care industry.
12. Have a minimum of one year of relevant work experience.

Job Benefits

1. Good environment
2. Casual attire
3. Staff purchase
4. Insurance coverage
5. Medical claim
6. EPF/SOCSO