05/07/2022
Job : CUSTOMER SPECIALIST MANAGER
Location: Seri Kembangan
Salary : RM4000 - RM6000
*MUST HAVE*
-Minimum 5 years working experience in customer service (Shopee, Lazada, or various social media channels)
-Excellent leadership and interpersonal skills
-Degree in Business Administration or related field
-Innovative and knowledge of the latest technology
-Ability to communicate in English and Bahasa Melayu
*OTHERS/ADVANTAGES*
-Worked in Hospitality industry
-Proficiency in Microsoft Office and customer service software
-Outstanding written and verbal communications skills
-Advanced troubleshooting and multi tasking skills
-Interested and motivated to serve customers of all levels.
*RESPONSIBILITIES*
-To grow the customer service team in line with company's growth
-To supervise 2 customer service executives on their day to day operations.
-To look for innovative ways to exceed customer experience through different online channels (Shopee, Lazada, Instagram or Facebook)
-To manage customer rating reviews, and think of innovative ways to convert 1 star review to 5 star review
-To create Engaged customers and facilitate organic growth
-To respond to customer service issues in a timely manner
-To take ownership of customers issues and following problems through to resolution
-To create effective customer service procedures, policies and standards
-To develop customer satisfaction goals and coordinate with the team to meet them on a steady basis
-To implement an effective customer loyalty program
-To maintain accurate records and documents all customer service activities and discussions
-To assess service statistics and prepare detailed reports on your findings
-To recruit, mentor and develop customer service agents and nurture and environment where they can excel through encouragement and empowerment
-To manage the approved budget of the customer service department
-To stay informed on the latest industry techniques and methods
-To maintain and orderly workflow according to priorities
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