Customer Service Representative

About the Role

We are looking for a customer-focused and approachable Customer Service Representative to join our client growing team. You will play an important role in managing customer enquiries, resolving issues, and ensuring customers receive a positive and professional experience at every touchpoint.
This role is suitable for someone who enjoys interacting with people, is confident in handling different customer situations, and can stay calm and solution-oriented in a fast-paced environment.

Location: Cheras, Malaysia
Work Mode: Work from Office
Working Hours: 9.30am to 5.30pm
Remuneration: RM 5,000 to RM 8,000

Key Responsibilities

• Handle and manage a high volume of customer enquiries through various channels, including phone, email, live chat, and social media.
• Understand customer concerns, identify their needs, and provide accurate and timely solutions.
• Handle customer complaints professionally and work towards resolving issues efficiently.
• Develop strong knowledge of the company's products and services to provide appropriate information and recommendations to customers.
• Maintain accurate records of customer interactions, account information, and relevant documentation in the company's CRM system.
• Identify more complex or technical matters and escalate them to the appropriate internal teams while keeping customers updated on the progress.
• Gather customer feedback and communicate key insights to management to support improvements in products, services, and overall customer experience.
• Support and coordinate customer service operations and assist the team in maintaining service standards.

Requirement

• Min 5 years of experience as Front Office Manager in hotels
• Strong verbal and written communication skills.
• Proficiency in English, Mandarin, and Bahasa Malaysia is required.
• Customer-oriented with good listening and interpersonal skills.
• Patient, empathetic, and able to remain professional when handling challenging customer situations.
• Strong problem-solving and decision-making abilities.
• Able to multitask, prioritise responsibilities, and manage time effectively in a fast-paced environment.
• Comfortable working with technology and customer management systems.
• Familiarity with CRM or hotel-related software is an added advantage.
• Proficiency in Microsoft Office or Google Workspace is a plus.
• Minimum high school qualification; candidates with a Diploma/Degree in Business, Communications, or a related field will have an added advantage.

Consultant In Charge

• May | [email protected] | 012 2801 717