GOFO Hiring! Full Time Customer Service Representative in Federal Territory - Ricebowl

Job Summary

The Customer Service Executive is responsible for handling customer enquiries, service requests, order-related issues, and complaints through phone calls, live chat, email, and ticketing systems. The role requires close coordination with internal teams to ensure timely resolution and deliver a professional and positive customer experience.

Key Responsibilities

1. Handle customer enquiries, complaints, and service requests through phone calls, live chat, email, or ticketing systems.
2. Provide accurate information regarding order status, shipment tracking, products, services, refunds, returns, and other related matters.
3. Record customer information, communication details, and resolution outcomes accurately in accordance with the company’s standard operating procedures (SOPs).
4. Follow up on unresolved customer issues and ensure cases are resolved within the required service-level agreement (SLA).
5. Identify and escalate complex, sensitive, or high-risk customer complaints to supervisors or the relevant teams promptly.
6. Coordinate with Operations, Logistics, Commercial, Technical, and other internal teams to facilitate effective issue resolution.
7. Collect customer feedback, identify recurring enquiries or complaint trends, and provide suggestions for service and process improvements.
8. Protect customers’ personal data and the company’s confidential information by complying with all applicable data security and privacy requirements.
9. Achieve assigned performance targets, including customer satisfaction, response time, case volume, service quality, and attendance.
10. Perform other duties and responsibilities assigned by the supervisor or team.

Job Requirements

1. Minimum SPM qualification or above.
2. Good proficiency in spoken and written Mandarin and English, with the ability to support customers in both languages.
3. Previous experience in customer service, e-commerce, logistics, or a related field is preferred. Strong communication skills, customer-service awareness, patience, and empathy.
4. Good problem-solving and analytical skills, with the ability to handle customer complaints and unexpected situations professionally.
5. Detail-oriented and capable of maintaining accurate customer and case records.
6. Strong sense of responsibility, teamwork, and ability to work effectively under pressure.