Customer Support Associate

Get to know the role

We are seeking to hire a Customer Support Associate. Ambitious and passionate candidates are encouraged to apply for the role. With Hata, you will have opportunities to maintain and improve customer satisfaction through effective communication and prompt resolution of problems, contributing to a positive customer experience.

The day-to-day activities

1. Respond promptly and professionally to customer inquiries via phone, email, and chat in English & Bahasa Malaysia.
2. Address and resolve customer complaints and issues in a timely manner.
3. Provide accurate information about products and services to customers.
4. Diagnose and troubleshoot customer problems, escalating complex issues to senior support or relevant departments when necessary.
5. Follow up with customers to ensure their issues are resolved satisfactorily.
6. Maintain detailed records of customer interactions and transactions, including inquiries, complaints, and resolutions.
7. Update customer accounts and ensure all information is accurate and up-to-date.
8. Work closely with other team members to ensure a cohesive and efficient support process.
9. Share customer feedback and insights with relevant departments to help improve products and services.
10. Identify opportunities for improving customer service processes and suggest enhancements.
11. Participate in training sessions and team meetings to stay updated on product knowledge and customer service best practices.
12. Strive to exceed customer expectations and contribute to high levels of customer satisfaction.
13. Assist in the development and implementation of customer satisfaction surveys and feedback mechanisms.
14. Able to work independently, communicating effectively with your team leader to solve customer inquiries.
15. Excellent communication and interpersonal skills.
16. Proficiency in customer support software and tools.
17. Strong analytical and problem-solving abilities.
18. Ability to work in a fast-paced environment and handle multiple tasks simultaneously.
19. Commitment to providing exceptional customer service.
20. SPM or equivalent, Diploma, or Bachelor's degree in Business, Management, Hospitality, or a related field.
21. Fresh graduates are encouraged to apply.
22. Candidates with 1-3 years of experience are also welcome.