Duties & Responsibilities

• Handle online enquiries and feedback from social media channels, enquiry email, membership App, and any related online channels. Ensure customer feedback is raised and resolved.
• Handle inbound calls and outbound calls if required.
• Maintain accurate records and document all customer service interactions and resolutions.
• Work closely with Operation, Quality Assurance, and other relevant departments in resolving customer feedback.
• Measure and report insights from customer feedback data to respective departments to continue the best customer service experience.
• Monitor digital movements and happenings of competitors in accordance with the set procedures and guidelines.

Job Requirements

• At least 2 years experience in call center/ customer service department handling chats/emails
• Good command of language & copywriting skills (English and Malay), Mandarin will be an added advantage
• Knowledgeable of social media platforms (Main: Facebook & Instagram, Others: Twitter & TikTok)
• Knowledge of mediation and conflict resolution techniques
• Organized with strong project and time management skills
• Independent and resourceful
• High attention to detail
• A friendly and empathetic attitude
• Good analytical and problem-solving skills
• Able to work quickly under pressure and multitask