Customer Service Representative " Email & Chat".
- Malaysian Citizen ONLY
- Answering promptly to all customers' inquiries via Chat and Email.
- Providing the right and accurate information to the customers.
- Answering or making outbound transactions to customers to learn about and address their needs, complaints, or other issues with products or service as well as proactively probe customer issues and ensure appropriate resolution.
- Responding efficiently and accurately to customers, explaining possible solutions, and ensuring that customers feel supported and valued.
- Engaging in active communication with customers, confirming or clarifying information and diffusing angry customers, as needed.
- Building lasting relationships with clients and other team members based on trust and reliability.
- Utilizing the provided software, databases, scripts, and tools appropriately.
- Understanding and striving to meet or exceed KPI (Key Performance Index) and SLA (Service Level Agreement) while providing excellent consistent customer service.
- Your Key Performance Indicators will be measured as per the following:
a. Average Response Time (AHT)
b. First Response Time (FTR)
c. First Contact Resolution (FCR)
d. Customer Satisfaction Score (CSAT)
e. Volume handled by Channel
- Always following instructions from superiors.