Executive - Customer Care Resolution Owner English Mandarin and Cantonese Language Support
Executive - Customer Care Resolution Owner English Mandarin and Cantonese Language Support
Posted on :
09-01-2025
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Salary
Not Disclosed
Salary Not Disclosed
Posted on :
09-01-2025
Job Description
Responsibilities of the Role:
- Represent the client professionally in all communications with customers whether through phone email chat walkins or social media ensuring clarity professionalism and a positive experience.
- Provide timely responses to customer comments complaints and inquiries ensuring issues are addressed and resolved effectively within set KPIs.
- Collaborate with other teams to investigate and resolve customer complaints providing solutions that meet or exceed customer expectations.
- Handle machine returns and refunds in accordance with established procedures and guidelines ensuring fairness and compliance with business standards.
- Manage social media messages comments and cases (e.g. DOA SG OBF) to enhance the companys online presence and reputation.
- Ensure customer claims and complaints are handled fairly and resolved within agreed timelines.
- Analyze and measure the effectiveness of existing processes and callhandling procedures recommending improvements to increase productivity and customer satisfaction.
- Provide necessary reports to the management team within agreed timelines helping to track performance and support strategic decisionmaking.
- Lead or contribute to ad hoc customer experience (CX)related projects as assigned by management driving initiatives that improve the overall customer experience.
- Manage and drive DOA and OBF cases (HKTW region).
- Manage AdHoc customer servicerelated projects (Country: SG MY & PH).
- Record the case chronology with dates in GTAP CX Database daily on the cases managed.
- Manage social media/DOA/SG OBF Cases GTAP CX Mailbox Rejections.
- Provides timely responses to customer comments & complaints via telephone or email or walk in consistent with service and quality standards.
Requirements for the Role:
- Degree Diploma or an equivalent professional qualification.
- A high degree of integrity and professionalism with leadership traits.
- Dynamic highly motivated and result oriented team player with good interpersonal skills.
- Ability to work in a challenging environment with good initiative and able to work independently.
- Ability to manage multiple customer communication channels and resolve issues promptly.
- Proficient in both spoken and written English Mandarin and Cantonese language.
- Candidates must possess a minimum of 2 years of experience in related fields.
The Package:
- Attractive Salary.
- Performance related bonus for confirmed staff.
- Annual Leave 15 days.
- Medical Leave 14 days.
- Medical and hospitalization coverage.
- Working Location: Kuala Lumpur.
Employment Type
Full Time
Company Industry
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