Job Description

Main Responsibilities

• Attend and remedy any escalated customer complaints reported via ticketing system, emails & calls.
• Contact churn customers and collect meaningful input from them while ensuring proper data tracking for reporting purposes.
• Able to provide quick solutions & insights to customers on ways that could improve their overall user experience with our system.
• Collect, analyse and distil feedback collected from customers to stakeholder for further service and product improvements.
• Any other ad hoc duties as assigned from your Management. 

Job Requirements

Main Requirements

• Candidate must possess at least a Diploma or relevant qualifications in any field. 
• Have at least 2 years’ experience in Customer Success/Service/Experience is preferred. 
• Strong critical thinking and problem-solving skills.
• Able to communicate verbally & writing in English and Malay fluently.
• Able to quickly analyse data trends & patterns.
• Excellent proficiency in Microsoft Excel / Google Sheets (VLOOKUP, QUERY, Pivot table etc)
• Able to remain calm & collected under pressure.
• Fast learner and is able to adapt to steep learning curve.
• Applicants must be willing to work in Q Sentral.

Skills