Customer Service Executive - Mandarin Speakers ONLY

Responsibilities:

Customer Support and Issue Resolution:

• Serve as the first point of contact for platform users, addressing their inquiries, concerns, and requests promptly and professionally.

• Respond to customer inquiries via various communication channels, such as email, chat, and phone, providing accurate and timely information.

• Investigate and troubleshoot user issues, taking ownership of problems and following through to resolution.

• Collaborate with internal teams, such as operations and technical support, to resolve complex customer issues.

Relationship Building and Customer Satisfaction:

• Build strong and positive relationships with platform users, understanding their needs and striving to exceed their expectations.

• Foster a customer-centric culture by actively listening to users, empathizing with their concerns, and providing personalized support.

• Proactively communicate with users to provide updates, gather feedback, and ensure their satisfaction with the platform’s services.

• Identify opportunities to enhance customer experience and provide recommendations to management for process improvements.

Product and Service Knowledge:

• Develop a deep understanding of the platform’s products, services, features, and policies.

• Stay updated on changes and updates to the platform and effectively communicate them to users.

• Educate users on product functionality, guiding them through the platform’s features and helping them maximize their experience.

• Collaborate with the product and development teams to relay user feedback and suggest improvements to enhance usability and customer satisfaction.

Complaint Management and Conflict Resolution:

• Handle customer complaints and escalations in a professional and empathetic manner.

• Investigate and analyze complaints to identify root causes and develop appropriate solutions.

• Escalate complex or unresolved issues to the appropriate internal teams and follow up to ensure timely resolution.

• Maintain accurate records of customer interactions, complaints, and resolutions.

Documentation and Reporting:

• Document customer inquiries, issues, and resolutions accurately and comprehensively in the customer support system.

• Generate reports and provide regular feedback to the customer service manager regarding common customer concerns, trends, and recommendations for improvement.

• Identify patterns or recurring issues and suggest strategies to proactively address them.

Continuous Learning and Professional Development:

• Stay updated on industry trends, best practices, and emerging technologies related to customer service.

• Attend training sessions and workshops to enhance customer service skills and product knowledge.

• Actively participate in team meetings, sharing insights and collaborating on customer service strategies.

Requirements:

• Diploma or equivalent. Bachelor’s degree in business or a related field is a plus.

• Alternatively proven minimum 3 years of experience in customer service or a similar role, preferably in the financial services or technology industry.

• Excellent verbal and written communication skills, with the ability to convey information clearly and concisely.

• Strong customer focus and the ability to empathize with users’ concerns and needs.

• Problem-solving and analytical skills, with the ability to think critically and offer creative solutions.

• Patience, resilience, and the ability to handle challenging customer interactions professionally.

• Proficiency in using customer support software and systems.

• Ability to multitask, prioritize, and manage time effectively in a fast-paced environment.

• Attention to detail and accuracy in documentation and record-keeping.

• Collaborative and team-oriented mindset, with the ability to work effectively with cross-functional teams.

• Adaptability and flexibility to accommodate changing customer needs and business requirements.

• Knowledge of peer-to-peer lending platforms or related financial technologies is advantageous.

Remuneration packages:
Basic: RM3000 to RM4000 (Negotiable on higher salary)
EPF, SOCSO, EIS
Benefits: Bonus (discretionary)
Working Days: Mon – Friday
Working Hours: 9.00am – 5.30pm

Type: Full-Time, Permanent | Onsite | Growing Startup Environment