Job Description

About B2B Commerce (M) Sdn Bhd

Since year 2000, B2B Commerce (M) Sdn Bhd vision is to provide an e-Commerce platform for SMEs to generate business growth. From our Cloud platform, we provide supply chain services, logistics services, financing services and cross-border marketplace services across 6 countries (Malaysia, Indonesia, Thailand, Vietnam, Cambodia and China).

Our supply chain services serve some of the largest hypermarkets, retailers, manufacturers and oil & gas companies in ASEAN region. B2B Commerce has been in the forefront of technology and business processes through its exposure to complex supply chain processes from our customers and has implemented a robust and unique B2B service infrastructure in order to serve its 12,000 customers regionally.

Job Summary:

As a Customer Service Executive, you will be the primary point of contact for our clients large FMCG companies relying on our data integration and Business Intelligence solutions. You will ensure client satisfaction by providing timely support, resolving data-related queries, and acting as the bridge between our technical teams and external stakeholders.

Job Description

• Ensure incidents are logged and updated in the helpdesk ticketing system
• Learn and achieve a good understanding of product features
• Guide suppliers and buyers on portal usage and processes.
• Provide service provisioning and training for suppliers
• To assist buyer and suppliers with enquiries on business/trading processes.
• Respond to inbound and outbound calls in a professional manner and provide solutions and advice where appropriate.
• Troubleshoot and resolve suppliers' issues within system accessibility.
• Ensure service quality levels are maintained, and all issues are handled in a timely manner.
• Escalate clients' requests and complaints to appropriate specialists.
• Update clients about their requests and feedback status accordingly.
• Gather clients' feedback, identify problem trends and report to supervisor fodiscussion or service enhancement.
• Perform other related duties on an ad hoc basis.

Job Requirements

Requirements:

• Candidate must possess at least a Diploma in any field
• At least 2-3 years of working experience in the related field (Helpdesk or Call-Centre) is an added advantage for this position
• Preferably Executives specializing in Customer Service or equivalent
• Required language(s): Mandarin, English, BM
• Ability to effectively communicate, both written and verbally
• Ability to focus on a dynamic work environment and thrive while responding to evolving product inquiries
• Courteous with strong customer service orientation
• Ability to work as a team member, as well as independently
• A team player
• Knowledge in usage of Microsoft Office

Skills