Job Description

As a Customer Service Ambassador, you will be working with our Premium Technology Company Account to deliver #happier customer experience. We are looking for a friendly, customers-centrix and hardworking customer service ambassador to join our growing team to support a world-renowned Korean company.  You are also required to perform these job functions:

Key Responsibilities:

★ Answer customer inquiries (call, email, chat, whatsapp, etc.) & address customer concerns professionally, patiently and in a satisfactory manner

★ Provide clear, concise, empathetic and accurate information to ensure customer satisfaction and good NPS

★ Help customers resolve technical issue, provide information and resources to help customer navigate, understand and use products or services more effectively

★ Handle complaints and resolve issues, provide appropriate solutions and alternatives to customers efficiently and effectively

★ Liaison with partners, various departments to achieve resolution and good customer experience and foster customer loyalty

★ Stay informed about the company’s products, services and policies

★ Learn and maintain a thorough knowledge and understanding of products, processes and procedures

★ Collect customer details, record & document customer interactions and transactions in CRM and relevant tools, and relay it to the relevant departments

★ Gather and provide customer insights, recommendations and feedback to internal or leadership team to improve customer experience, product and services

★ Advise customers on the latest promotions and product offerings

★ Represent the company’s brand and values in all interactions

★ Share insights and feedback to improve overall service quality

★ Participate in training and development programs to stay current on best practices

Job Requirements

Who are we looking for?

Qualification & Skills Required

★ Experience:  

○ At least 1 year in customer service role in a contact center environment

○ Technical experience in mobile phones, consumer electronics and home appliances would be an added advantage

★ Education: minimum diploma, preferably with a college degree

★ Attributes:  

○ Positive attitude, growth and customer-centric mindsets

○ Ability to handle difficult customers with patience

○ Willingness to learn and adapt to changes in a fast-paced environment, 

○ Can work independently & self-motivated, 

○ Ability to take stress, handle complaints and stressful situations calmly and effectively

○ Ability to learn new products and tools fast and adapt to new technologies quickly

★ Skills:  

○ Patience & Empathy, 

○ Strong problem-solving, critical thinking and analytical skills

○ Proficient in MS Office or Google Workspace application, Telephony & CRM tools, with excellent typing skills

○ Excellent English communication skills (both verbal and written), Mandarin, Malay and understanding of sign languages are a plus

○ Excellent customer support

○ Organized and pay attention to details

★ Flexibility: Able to work on shifts, evenings, nights, weekends and public holidays

Skills