Antasis Sdn. Bhd Hiring! Full Time Customer Service Officer in Johor, Earn up to MYR 3,100 - Ricebowl

1.1 Roles & Responsibilities

A Customer Service Officer (CSO) is responsible for ensuring customer satisfaction and efficient service delivery by handling customer enquiries, resolving issues, and maintaining accurate records. The key roles and responsibilities include:

a) Customer Interaction
Engage with customers through phone, email, chat, or social media to address enquiries, complaints, and service-related issues. This includes providing product or service information, handling order cancellations, processing returns, and assisting with basic troubleshooting.

b) Inbound and Outbound Calls
Attend to customer enquiries through inbound and outbound calls in a professional and timely manner.

c) Communication Channels
Manage customer interactions via inbound calls, outbound calls, and email. Email communication is mainly used for internal coordination and follow-up purposes.

d) Problem Resolution
Diagnose and resolve customer issues efficiently, with the aim of achieving first-call resolution where possible. Escalate complex cases to the relevant department or support team when required.

e) Documentation
Record customer interactions, transactions, complaints, and actions taken accurately in the company’s CRM or service management system to ensure proper tracking and follow-up.

f) Compliance
Adhere to company policies, procedures, scripts, and regulatory requirements. Maintain customer confidentiality and ensure proper data protection at all times.

g) Product Knowledge
Stay updated on product information, company updates, processes, and service guidelines to provide accurate information and support to customers.

h) Quality Assurance
Meet required performance standards such as call handling time, customer satisfaction scores, resolution rates, and service quality targets. Participate in training and quality assurance activities to continuously improve service delivery.

i) Team Collaboration
Work closely with team members, supervisors, and other departments to ensure smooth service delivery, proper escalation, and sharing of best practices.

j) Feedback Management
Collect and review customer feedback to identify areas for improvement and support enhancements to the overall service delivery process.

k) Crisis Management
Handle difficult or irate customers professionally by remaining calm, de-escalating situations, and working towards a positive resolution.

Pay: RM2,500.00 - RM3,100.00 per month

Benefits:

• Maternity leave
• Opportunities for promotion
• Professional development

Work Location: In person