Canaan Communication & Technologies Hiring! Full Time Customer Experience (CE) Officer in Federal Territory, Earn up to MYR 3,000 - Ricebowl

Job Summary:

The Customer Experience (CE) Officer is responsible for ensuring that every customer interaction with KrisShop is positive, efficient, and satisfactory. This role requires a customer-centric approach, excellent communication skills, and the ability to handle various customer service channels including email, phone, and live chat.

Key Responsibilities:

• Customer Engagement & Support: Handle customer inquiries and complaints via email, phone, and live chat in a professional and timely manner. Responsible for meeting individual KPIs – including but not limit to Customer Satisfaction, Quality Score, First Contact Resolutions and Average Resolutions Time.
• Order Management: Assist customers with order placement, tracking, modifications, cancellations, returns, and refunds.
• Problem Resolution: Investigate and resolve customer complaints or concerns promptly and professionally, ensuring a positive resolution and customer satisfaction.
• Information Provision: Provide accurate, valid, and complete information to customers about products, services, and policies.
• Record Keeping: Maintain detailed and accurate records of customer interactions, transactions, comments, and complaints.
• Follow-Up: Follow up with customers to ensure their issues are resolved and that they are satisfied with the service.
• Feedback Handling: Collect and document customer feedback and suggest improvements to enhance the overall customer experience.
• Collaboration: Collaborate with internal teams to address recurring issues and implement preventive measures.
• Team Ambassadorship: Be the voice of the team in project-related discussions, ensuring that our perspectives, achievements, and challenges are accurately portrayed.

Requirements:

• Experience: Proven experience in customer support or a related field, preferably in e commerce or retail.

Skills:

• Excellent verbal and written communication skills.
• Strong phone contact handling skills and active listening.
• Experience with Zendesk, ERP, and Adobe Magento is a plus.
• Ability to multi-task, prioritize, and manage time effectively.
• Problem-solving attitude with the ability to remain calm under pressure.

Education:

• Diploma or equivalent; a degree in a related field is a plus.

Language:

• Proficiency in English is required; and additional languages are an advantage

Personal Traits:

• Empathetic and patient with a strong customer-oriented mindset.
• Ability to work independently and as part of a team.
• Comfortable working in a dynamic, start-up environment where processes and resources are continuously being developed.

Working Hours:

• Shift may be rotational, with off days scheduled on regular weekdays
• Flexibility to work during public holidays or weekends if required.

Pay: RM2,500.00 - RM3,000.00 per month

Benefits:

• Health insurance
• Opportunities for promotion
• Parental leave
• Professional development

Work Location: In person