- Location
- APAC-Malaysia
- Type
- Full-time
- Department
- Customer Service
- Experience
- 3+ years
Description
Customer Support Representative
Department: Customer Support
Employment Type: Full Time
Location: APAC-Malaysia
Description
We are looking for a Customer Support Representative to join us in Malaysia.
Key Responsibilities
In this role, you will…
- Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
- Competent in the use of company systems to support treatment status and sales follow up
- Collaborate with other departments to provide solutions for customers.
- Identify and escalate issues that require additional attention.
- Provide feedback to management on customer trends and recurring issues.
- Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
- Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
- Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
- Stay up-to-date on company products, policies, and procedures.
- Maintain a basic knowledge in orthodontic/dental concepts and topics
Skills, Knowledge & Expertise
In this role, you’ll need …
- Bachelor’s degree
- 3 to 5 years of experience in customer service
- Ability to focus attention to detail
- Ability to consistently follow through activities and projects to completion
- Ability to perform in a fast-paced environment
- Ability to act and speak with confidence
- Ability to work independently and as part of a team
- Excellent organizational and time management skills
- Possess a service excellence mindset
- Possess a strong customer focused orientation with good interpersonal skills
- Proficiency in customer service software and strong computer skills.
- Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
- Provide support to audit processes and quality management system as required
- Willingness and ability to work on weekends as needed.
Skills
SalesforceCustomer Service
