Wealth Mastery Academy Hiring! Full Time Customer Service in Federal Territory - Ricebowl

Customer Service 华语客服人员

December 12, 2024May 9, 2022 by Ryan Lim

华语客服人员

Customer Service Executive

Key Responsibilities

• Customer Inquiry Handling:
• Respond to customer inquiries via phone, email, live chat, and social media in a professional and timely manner.
• Provide accurate information regarding products, services, order status, delivery times, and company policies.
• Assist customers with general queries, complaints, and troubleshooting, ensuring that their issues are addressed effectively.
• Order Management & Issue Resolution:
• Process customer orders, cancellations, returns, and exchanges in accordance with company policies.
• Resolve issues related to product defects, delivery problems, and payment discrepancies.
• Handle complex issues and escalate to senior management when necessary, ensuring prompt resolution and customer satisfaction.
• Customer Support & Relationship Building:
• Build strong relationships with customers by offering personalized service and demonstrating a proactive approach to solving problems.
• Ensure that each customer interaction reflects the company’s commitment to excellent service.
• Follow up with customers to confirm satisfaction and ensure all issues have been resolved.
• Documentation & Reporting:
• Maintain accurate records of customer interactions, transactions, feedback, and resolutions.
• Update customer databases and CRM systems with relevant information regarding support requests and case statuses.
• Provide regular reports on common issues, feedback, and customer concerns to management for continuous improvement.
• Product Knowledge & Updates:
• Keep up-to-date with product information, promotions, and updates to answer customer questions accurately.
• Participate in training sessions to enhance product knowledge and improve customer service skills.
• Compliance & Process Adherence:
• Follow company policies and procedures to ensure compliance with data protection and customer privacy regulations.
• Adhere to performance metrics, such as response times, resolution times, and customer satisfaction levels.
  
  

客户服务专员

主要职责：

• 客户咨询处理：
• 通过电话、电子邮件、在线聊天和社交媒体等渠道，及时专业地回应客户咨询。
• 提供准确的产品、服务、订单状态、交货时间以及公司政策等信息。
• 协助客户解决一般性问题、投诉及故障排查，确保问题得到有效处理。
• 订单管理与问题解决：
• 根据公司政策处理客户的订单、取消、退换货请求。
• 解决产品缺陷、配送问题及付款纠纷等问题。
• 处理复杂问题，并在必要时向高级管理层报告，确保问题迅速得到解决并让客户满意。
• 客户支持与关系建立：
• 通过提供个性化服务和积极主动地解决问题，与客户建立良好的关系。
• 确保每次客户互动都能体现公司对卓越服务的承诺。
• 跟进客户，确保客户满意并确保问题得到解决。
• 文档记录与报告：
• 保持准确的客户互动记录、交易记录、反馈与解决方案。
• 更新客户数据库和CRM系统，记录支持请求和案件状态等相关信息。
• 向管理层提供常见问题、客户反馈和客户关注点的定期报告，促进持续改进。
• 产品知识与更新：
• 保持对产品信息、促销活动及更新内容的了解，以准确回答客户提问。
• 参加培训课程，以增强产品知识和提升客户服务技巧。
• 合规性与流程遵循：
• 遵守公司政策和流程，确保遵循数据保护和客户隐私法规。
• 遵守绩效指标，如响应时间、解决时间和客户满意度等。
  
  

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Location

Kuala Lumpur & Penang

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