Executive - Customer Service (English & Vietnamese Language Support)

The Responsibilities of the Role:

• Represent the client professionally in all communications with customers, whether through phone, email, chat, walk-ins, or social media, ensuring clarity, professionalism, and a positive experience.
• Provide timely responses to customer comments, complaints, and inquiries, ensuring issues are addressed and resolved effectively within set KPIs.
• Collaborate with other teams to investigate and resolve customer complaints, providing solutions that meet or exceed customer expectations.
• Handle machine returns and refunds in accordance with established procedures and guidelines, ensuring fairness and compliance with business standards.
• Manage social media messages, comments, and cases (e.g., DOA, SG OBF) to enhance the company’s online presence and reputation.
• Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
• Analyze and measure the effectiveness of existing processes and call-handling procedures, recommending improvements to increase productivity and customer satisfaction.
• Provide necessary reports to the management team within agreed timelines, helping to track performance and support strategic decision-making.
• Lead or contribute to ad hoc customer experience (CX)-related projects as assigned by management, driving initiatives that improve the overall customer experience.

The Requirements of the Role:

• Degree, Diploma, or an equivalent professional qualification.
• Excellent command of spoken and written English & Vietnamese language.
• A high degree of integrity and professionalism with leadership traits.
• Dynamic, highly motivated, and result-oriented team player with good interpersonal skills.
• Ability to work in a challenging environment with good initiative and able to work independently.
• Working hours (24/7 rotational shift).
• Work Location: Level 3, Towers A & B, Uptown 5, 5, Jalan SS21/39, Damansara Uptown, 47400 Petaling Jaya, Selangor.

The Package:

• Attractive Basic Salary.
• Performance-related bonus for confirmed staff.
• Annual Leave 15 days.
• Medical Leave 14 days.
• Medical and hospitalization coverage.