Job Summary:
As a Customer Care Specialist, you will play a central role in managing inquiries and resolving issues for both customers and partners across multiple communication channels, including voice calls, email, online chat, and case management systems. Reporting to the Customer Service Team Leader, you’ll be responsible for delivering exceptional service and ensuring a positive experience for all users. This role requires strong communication skills, problem-solving abilities, and a proactive approach to managing escalations and service recovery cases, all while meeting key performance metrics and contributing to the team’s success.
Job Description:
1. Serve as the main point of contact for customers and partners, handling inquiries and providing support via voice, email, online chat, and case management systems.
2. Set realistic expectations and resolve issues related to orders, payments, and app-related inquiries to ensure a positive experience.
3. Respond to inquiries on social media platforms, addressing questions about services, promotions, and support options through native channels or CRM tools.
4. Handle escalations, service recovery cases, and manager callbacks via email to ensure timely and satisfactory resolutions.
5. Strive for First Contact Resolution (FCR) according to standard operating procedures; follow up through callbacks, emails, or social media as needed when FCR is not achieved.
6. Monitor and manage escalation queues and backlogs, focusing on areas such as bookings, payments, and account-related inquiries.
7. Update case details accurately in relevant systems, including CRM and internal documentation tools.
8. Meet and exceed Key Performance Indicators (KPIs), such as average handling time, FCR rate, response time, and customer satisfaction score.
9. Document case details thoroughly in the Customer Relationship Management (CRM) system.
10. Provide clear and accurate information to customers and external partners as needed.
11. Effectively resolve issues related to order fulfillment, payment disputes, and app functionality.
12. Contribute to refining and improving dispute resolution processes.
13. Communicate professionally and clearly with both users and stakeholders.
14. Support the Team Leader in monitoring real-time performance and take proactive action as necessary.
15. Take on additional responsibilities and support ad-hoc projects as assigned by the Team Leader or Management.
16. Foster strong collaboration with team members to maintain a positive work environment.
17. Participate in ad-hoc projects or campaigns as needed to support business objectives.
18. Perform any other duties as assigned by Management.
Job Requirement:
1. Diploma/Advanced Diploma, Bachelor’s Degree, or equivalent in any field.
2. Preferably an Executive with experience in Customer Service or a similar role.
3. Minimum of 1 year of relevant experience in a contact center setting is preferred.
4. Experience managing live chats, emails, and inbound calls.
5. Open to both fresh graduates and experienced candidates, with entry level based on prior experience.
6. Strong communication skills across email, face-to-face interactions, and messaging platforms.
7. Proficiency in English and Malay, both spoken and written. Mandarin is an added advantage.
8. Strong business writing skills.
9. Proficient typing skills.
10. Excellent logical thinking and problem-solving abilities.
11. Ability to work independently and thrive in a fast-paced environment.
12. Positive attitude, team-oriented, and eager to learn.
13. Quick learner with the ability to adapt to changes.
14. Skilled in multitasking, prioritization, and time management.
15. Demonstrates strong teamwork and collaboration at all times.
16. Willingness to work on a rotating (24/7) shift, 5 days a week.
