Position:

Customer Care Specialist

JOB DESCRIPTION
Responsible for day to day customer service role dealing with customers via email / phone / LiveChat in a prompt and professional manner.
Exceeding customers' expectation in terms of customer service & accurate information.
Handling customer's problems and providing them the best solutions.
Handling large amounts of inbound and outbound tickets / phone calls / Livechats in a timely manner.
Being able to understand and identify key user issues, providing feedback to other departments.
Assisting with filtering tickets to correct department and tracking timely response from the department.
Increasing customer satisfaction and business share through noticing, identifying and taking over complicated cases.
Contacting customers regarding contract cancellations to determine cause and possible corrective measures.
Coordinating, analyzing and suggesting improvements to customer service functions to meet company goals.
Generating required departmental reports and assisting in tracking department performance against Key Performance Indicators.
Participating in all customer care training activities and meetings.
Drawing up a list of frequently asked questions (FAQ) and guides to address customer needs.
Representing the voice of the customer to influence future product improvement and development.
Performing ad-hoc administrative & reporting functions.
Managing daily activities and preparing reports within deadline.
Other duties as requested
REQUIREMENTS
Minimum Diploma / Degree level in any discipline from a recognized institute.
Minimum 2 years of experience in Customer Care / Customer Service field.
Proficient in Microsoft Office Suite. 
Able to communicate effectively in English and Malay.
Customer-centric mindset.
Innovative - trying to see possibilities rather than problems.
Good interpersonal, organizational, administrative skills & attention to details are vital.
Able to start work immediately will be an added advantage.
Should be proactive and passionate to help solve customers’ issues.
Having great knowledge of the products and services that the company offers.

Interested in this position?

Please send us your resume at hr@shinjiru.com.my