Customer Service

Vacancy: Customer Service

Location: Kuala Lumpur Sentral, Malaysia

Total Salary: RM3,800

Project: Taiwan market

Function: Live Operations

Language: Mandarin or Cantonese + English

Report To: Team Leader

Joining Date: 3rd February, 2025

Headcount: 25

Shift: 24/7 Rotational shift

Education: SPM holder and above

Work Setup: Work from home policy - Employees may work from home after onboarding 3 to 6 months

Benefits: Double pay for public holidays

ROLE POSITIONING AND OBJECTIVES

* To possess strong knowledge of the process and have the ability to influence the riders' perception of our brand.

* Must have good communication and analytical thinking skills to establish a positive image of our business to the riders, customers, and vendors.

* Assist riders daily and provide insights on improving the rider experience.

* Function as the first point of contact for riders with concerns regarding delivery and non-delivery related inquiries.

* Aim to be a one-stop contact center for riders to raise and address their concerns.

RESPONSIBILITIES

* Handle inquiries from riders and order-related issues via live chats, calls, and email to ensure a seamless customer and rider experience.

* Develop excellent product knowledge to enhance riders’ experience and support.

* Provide guidance to riders to address concerns raised regarding deliveries and other issues.

* Function as a one-stop assistance center by providing first contact resolution.

* Multitask across various channels effectively.

* Handle complaints, providing appropriate solutions and alternatives within the allocated time.

* Adhere to quality processes to ensure accurate and timely service to riders.

* Grow as part of Live Operations in line with client values and COE principles.

* Work on personal and team goals as part of a dynamic team in a fast-paced environment.

ESSENTIAL EXPERIENCE, SKILLS AND KNOWLEDGE

* Candidates must have at least an SPM or Diploma certificate.

* Preferably with at least 1 - 2 years of working experience in the customer service field.

* Fresh graduates are welcome to apply.

* Typing speed of at least 40 wpm with 95% accuracy.

* Ability to maintain composure in a multitasking, high-energy environment.

* Must be able to work on rotational shifts, including night shifts (Public Holidays & Weekends).

* Preferably with strong computer navigation skills and familiarity with Google Suite.