Specialist - Customer Care Resolution Owner - Social Care Community Agent Hybrid CantoneseMandarin

The Responsibilities of the Role:

• Drive OBF and DOA cases to closure with the shortest time and fair solution to customer.
• Coordinate with crossfunctional teams to on fact findings and solutions to meet/exceed customers service expectations.
• Resolution to customer or BP will be Replacement / Refund / Credit Note.
• Handle machine return business under set procedure and guideline.
• Ensures good customer relations are maintained and customer claims and complaints are resolved fairly and effectively within KPI.
• Core job process involves check stock to replacement customer seek for approval arrange logistics for collection and delivery process payment via bank transfer or credit note and others.
• Collects and Analyzes call activity data and initiates develop and recommend improvements for systems processes and procedures to increase productivity.
• Guide new team members on OBF and DOA process from end to end.
• Constantly improving case solution method. Finding a quicker way to reduce the TAT for the process.
• Generate report Upon request.
• Assist with Tax Invoice details.
• Assist with inbound calls. Manage customer call and complaint.
• Work closely with SDM.
• Analyzes and measures the effectiveness of existing call handling processes and develops sustainable repeatable and quantifiable process improvements.

Skill Requirements:

• At least 3 years of experience in Customer Support related field.
• PC technical knowledge is preferable.
• Ability to prioritize and work in a multitasked environment & tight timeline.
• Excellent internal/external customer communication and negotiation skills.
• Analytical abilities to the performance trends of incoming calls.
• Proficient in English Mandarin and Cantonese Language in Both Spoken and Written.
• Good personal computer skills including Microsoft Office
• Superior customer service skills.
• Able to prioritize in a fast paced dynamic work environment.

The Package :

• Attractive Salary (RM 5500 RM 7500).
• Performance related bonus on a half yearly basis for confirmed staff.
• 15 days Annual Leave.
• 14 days Medical Leave.
• Medical and hospitalization insurance coverage.

Experience Required :

• MidSenior Level

Location :

• Kuala Lumpur WP Malaysia.