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Customer Service

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This job is all about helping customers! You'll answer their questions, solve problems, and build strong relationships. You might like this job because you enjoy making people happy and improving their experience with a brand.

RM 2500 - RM 3800

Kota Damansara EMHUB, Selangor

Job Description

  • Customer Inquiry Management: Oversee the handling of customer inquiries through various channels, including phone, email, and social media. Ensure prompt and accurate responses to address customer needs and concerns.
  • Issue Resolution: Act as a liaison between customers and internal departments to resolve issues effectively and efficiently. Take ownership of escalated cases and follow through to resolution, ensuring customer satisfaction.
  • Relationship Building: Develop and maintain strong relationships with customers to foster loyalty and retention. Proactively engage with customers to understand their needs and preferences, providing personalized support and recommendations.
  • Customer Feedback Collection: Gather feedback from customers through surveys, reviews, and other feedback channels. Analyze feedback to identify trends, pain points, and areas for improvement in products and services.
  • Process Improvement: Collaborate with internal teams to streamline customer service processes and improve efficiency. Implement best practices and recommend system enhancements to enhance the overall customer experience.
  • Training and Development: Provide training and support to customer service representatives to ensure they have the knowledge and skills to deliver exceptional service. Foster a customer-centric culture within the organization.
  • Performance Monitoring: Monitor key performance indicators (KPIs) related to customer service, such as response time, resolution rate, and customer satisfaction scores. Track performance metrics and identify opportunities for improvement.
  • Customer Engagement Initiatives: Develop and implement customer engagement initiatives, such as loyalty programs, customer appreciation events, and outreach campaigns. Strengthen relationships with customers and enhance brand loyalty.
  • Cross-Functional Collaboration: Collaborate with cross-functional teams, including sales, marketing, and product development, to align customer service initiatives with business objectives. Share customer insights and feedback to inform strategic decision-making.
  • Crisis Management: Handle customer complaints and escalations in a calm and professional manner, demonstrating empathy and a commitment to resolving issues. Manage crisis situations effectively to minimize negative impact on the brand.
  • Upselling and Cross-Selling: Identify opportunities to upsell and cross-sell additional products or services to existing customers. Use a consultative approach to understand customer needs and recommend relevant offerings that add value and  

Job Requirements

  • Qualification: At least Diploma or Bachelor's degree in Sales, Marketing, Business Administration or a related field
  • Language: Fluent in English (Both Spoken and Written), Knowledge of Mandarin is highly desirable
  • Proven experience in customer service management, with a focus on upselling and relationship building.
  • Excellent communication and interpersonal skills.
  • Strong sales understanding and ability to identify upselling opportunities.
  • Ability to empathize with customers and address their needs effectively.
  • Proficiency in CRM software and other customer service tools.
  • Analytical mindset with the ability to interpret data and generate actionable insights.
  • Leadership skills and ability to motivate and inspire a team.
  • Commitment to delivering exceptional customer service and building long-term relationships.

Skills

Customer Service
Customer Relationship Management
Upselling
Detail Oriented
Data Analysis
Interpersonal Communications
Teamwork
Coordinating

Company Benefits

Grab the deals!

All staffs are eligible for special staff discounts!

Free Parking

Free parking is provided!

Incentive & Bonus

Incentive and yearly bonus provided depends on your performance!

Dental & Optical Benefits

Dental & Optical allowances each year.

Insurance Coverage

We have additional insurance coverage.


Additional Info

Company Activity

Last active - few hours ago

Career Level

Junior Executive


Company Profile

Puzzle Planet-logo-image

Puzzle Planet

Established in 2012, Puzzle Planet offers the best puzzle selections under one roof, reaching them to customers nationwide. Puzzle Planet is the main distributor of world-known puzzle brands like Pintoo, Heye, Wooden City, EWA, and IWAKO. From traditional cardboard puzzles, plastics 2D puzzles, to 3D puzzles, Puzzle Planet serves a wide variety of designs for house decoration or even as a gift! We also collaborated...