- Kuala Lumpur Federal Territory Malaysia
GOFO Hiring! Full Time Customer Service Representative in Federal Territory - Ricebowl
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Job Description
Responsibilities
- Review, assess, and investigate complaints, disputes, and escalated cases submitted by merchants, customers, or relevant platforms, ensuring each case is handled professionally and fairly.
- Conduct thorough investigations by reviewing transaction records, supporting documents, system information, communication history, and other relevant evidence to determine the root cause of each complaint.
- Manage and resolve assigned investigation cases within the required Service Level Agreement (SLA), ensuring timely responses, accurate findings, and proper case closure.
- Prepare clear, accurate, and professional written investigation reports, including findings, supporting evidence, conclusions, and recommended resolutions, using internal ticketing systems or standardized reporting templates.
- Identify complex, sensitive, high-risk, or potentially fraudulent cases and escalate them promptly to the relevant departments or management teams in accordance with established escalation procedures.
- Strictly follow company Standard Operating Procedures (SOPs), internal policies, compliance requirements, and quality standards throughout the investigation and resolution process.
- Collaborate with internal departments, operational teams, and relevant stakeholders to gather information, clarify discrepancies, and ensure complaints are investigated effectively.
- Maintain complete and accurate investigation records, ensuring all actions, evidence, communications, and resolutions are properly documented for future reference and audit purposes.
- Monitor investigation progress, follow up on outstanding cases, and proactively address potential delays to maintain SLA compliance and service quality.
- Identify recurring complaint patterns, operational gaps, and potential process improvements, providing feedback to management to help reduce future disputes and improve overall service efficiency.
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