Job Description

 About the role:

We're looking for an enthusiastic Customer Service Executive with a friendly attitude, excellent communication skills, and a commitment to ensure user satisfaction. Join us & be part of a "Versa-tile", and dynamic team.

The Responsibilities:

• Be familiar and up to date on Versa’s products to service customers on:

1. Products/features inquiries
2. Concerns regarding user onboarding 
3. Queries by utilizing mathematical formulas & calculations to provide accurate explanation

• Provide customer service support in daily communication with users via CRM tool (e.g. Zendesk), email, live chat, phone, WhatsApp: 

1. Escalate user cases(tickets) to relevant PICs
2. Uphold Versa’s brand image and voice at all times

• Ensure all data and information are in order & stored in confidential/safely 
• Monitor and adhere to customer service Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)

1. Update the FAQ (customer knowledge base) sections across all channels

Job Requirements

• Candidates who:

1. Have minimum 1 year of Customer Service experience in a similar role
2. Are fresh graduates and able to work in a fast-paced environment 

• Proficient in:

1. Spoken and written English as well as Bahasa Malaysia
2. Financial matters (i.e: interest rates, calculation on rewards & transaction monitoring)
3. MS Office and/or Google Suite 

• Ability to:

1. Calmly and logically handle situations without emotional stress
2. Use related CRM tool (e.g Zendesk) would be helpful in this role

Skills