Job Description

Position Responsibilities

Productivity - is a main qualifier to is a quality metric for assessing a team’s performance, and by default how well a team is managing and enabling the team to deliver. Which contains the sub-qualifier as below:

• First Response Time (Email & Live Chat)
• Resolution Time (Email & Live Chat)
• CSAT (Customer Satisfaction Score)
• Quality of Responses (Email & Live Chat)
• Acknowledging and resolving customer complaints promptly
• Knowing our products inside and out so that you can answer questions
• Keeping records of customer interactions, transactions, comments, and complaints
• Follow communication procedures, guidelines, and policies
  

Secondary roles which support the primary roles above

• To communicate and coordinate with colleagues as necessary.
• To ensure customer satisfaction and provide professional customer support
• Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
• Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
• Learn about the organization's products or services and keep up to date with changes
• Perform any other special project/ task as assigned by superior/management
• Provide a solution and improvement plan to support the primary role. 

Job Requirements

 Qualification and Experience

• Currently pursuing or recently completing a diploma/degree in Business Management, Communication, Hospitality, or related fields, basic computer literacy (MS Office, Google Workspace).
• Experience in customer service, retail, or administrative roles• Strong communication skills (verbal and written), basic problem-solving skills, Familiarity with MS Office, or other relevant software, ability to multitask and work in a fast-paced environment.
• Proactive, self-motivated, and eager to learn, team player with good interpersonal skills, adaptable and flexible in handling different tasks, positive attitude and strong customer-focused mindset.
  
  a Necessity, not a Luxury

Skills