Customer Support - Fulfilment Specialist

About the Team:

Are you eager to elevate your career to new heights? Join us for an exhilarating opportunity to pioneer our groundbreaking digital bank project, where boundless possibilities await! We're thrilled to extend an invitation for you to join our vibrant team of visionaries, innovators, and trailblazers.

You'll collaborate closely with some of the sharpest minds in the industry, operating within a supportive and collaborative environment that fosters creativity and exploration. Your next thrilling adventure awaits with our digital bank project. Join us in shaping the future, today!

Job Description:

• Handle inbound/outbound enquiries, feedback and provide resolutions to end user and merchant over the phone or via emails relating to renowned product.
• Provide accurate and efficient support work relating to the renowned products.
• Ensure targets (customer satisfaction index, first call resolution, productivity) are met.
• Obtain customer and merchant details to ensure all information are accurately and promptly keyed into database for transaction.
• Actively promote and educate customers and merchant on the use of self-help and our digital services.
• Generate interest in new products or services and connect customers and merchant with salesperson or small medium enterprise when required.
• Ensure first call resolution and effective follow up with stakeholder for case closure in accordance with standard.
• Collect and record customer and merchant feedback/information and share to Team Leader for proper escalation to appropriate departments for service / product improvement.
• To assist Team Leaders and Supervisors in executing activities as planned in business and action plan.
• To handle interaction in a professional manner and achieves quality standard and work with Team Leaders, Supervisors and Quality Assurance Executives on the strategy to improve quality standard that led to excellent customer service; and
• Able to diagnose technical problems and perform troubleshooting for end user and merchant.

Requirements:

• Candidate must possess at least SPM / Diploma / Advanced / Higher / Graduate Diploma or bachelor's degree in any fields or equivalent;
• Fresh graduates and experienced candidate with a minimum of 1 year of working experience in call center environment (Preferably in ecommerce sector and banking industry);
• Moderate or Strong knowledge in Microsoft Office programs – proficiency in Microsoft Excel, Microsoft Word.
• Excellent written and verbal communication skills in English, proficiency in other additional languages such as Malay, Cantonese or Mandarin will be an advantage.
• Able to work under pressure.
• Ability to work with cross-functional team to coordinate for desired output.
• Excellent phone disposition.
• Self-motivated, positive attitude and ability to manage multiple tasks in a fast-paced environment.
• Passionate towards customer satisfaction.
• Able to work on shift (24/7); and
• Able to response customer with written communications, interact with customers to answer questions, solve problems, provide education, create awareness and maintain company’s reputation for high-quality service.

JR00000557