全职 Senior Customer Service specialist 工作, 薪水, Kiddocare Malaysia Selangor 公司招聘中 - Ricebowl

About Kiddocare

Kiddocare is a childcare platform that connects families with trusted and trained caregivers, making childcare more accessible, convenient, and reliable for parents.

We are looking for a Senior Customer Service Specialist to join our Customer Experience team. This role is ideal for someone who enjoys solving customer issues, takes ownership of complex cases, and is able to support the team in maintaining a high standard of customer service.

Role Overview

As a Senior Customer Service Specialist, you will play a key role in managing customer enquiries, resolving complex and escalated cases, and ensuring a smooth experience for both parents and caregivers.

You will also act as a senior point of contact within the Customer Experience team by supporting junior team members, sharing knowledge, monitoring unresolved cases, and working closely with other departments to ensure issues are resolved effectively and within the expected timeline.

This role does not have formal people-management responsibilities but requires strong ownership, initiative, and the ability to guide and support other team members.

Key Responsibilities

1. Customer Support & Case Management

- Handle customer enquiries through WhatsApp, email, phone calls, social media, and other communication channels.

- Assist parents and caregivers with bookings, cancellations, rescheduling, payments, account matters, and general enquiries.

- Handle complex, sensitive, or escalated customer cases with professionalism and empathy.

- Take ownership of customer cases from initial contact through to resolution.

- Ensure customers receive timely updates and clear communication throughout the resolution process.

- Follow up on outstanding cases to ensure they are resolved within the expected timeline.

2. Escalation & Problem Solving

- Act as a point of escalation for more complex customer issues.

- Investigate customer complaints and identify the appropriate solution based on company policies and guidelines.

- Work closely with Operations, Caregiver Management, Finance, Product, and other relevant teams to resolve issues.

- Identify recurring issues and highlight potential improvements to the relevant stakeholders.

- Provide feedback and recommendations to improve customer service processes.

3. Team Support & Guidance

- Support and guide Customer Service Specialists in handling customer enquiries and difficult cases.

- Share knowledge, best practices, and product or process updates with team members.

- Assist new team members with understanding customer service processes and systems.

- Provide support to the team during peak periods or high-volume situations.

- Serve as a reliable point of reference for day-to-day customer service matters.

- Help maintain consistent service standards across the Customer Experience team.

4. Customer Experience & Service Quality

- Ensure customer interactions are professional, empathetic, and aligned with Kiddocare's service standards.

- Monitor customer feedback and identify opportunities to improve the overall customer experience.

- Ensure appropriate follow-up is carried out for unresolved or sensitive cases.

- Support initiatives aimed at improving customer satisfaction and service quality.

- Contribute ideas to improve customer journeys, processes, and communication.

5. Operations & Reporting

- Monitor outstanding customer cases and ensure appropriate follow-up is completed.

- Assist in monitoring response time, resolution time, and other customer service performance indicators.

- Maintain accurate records of customer interactions, complaints, and resolutions.

- Assist with preparing daily, weekly, or monthly customer service reports when required.

- Identify operational gaps and highlight them to the relevant person or department.

6. Cross-Functional Collaboration

- Work closely with internal teams to ensure customer issues are resolved efficiently.

- Communicate relevant customer feedback and operational issues to the appropriate stakeholders.

- Support the implementation of new processes, policies, campaigns, or system changes that impact customer service.

- Assist in coordinating customer-related matters during operational incidents or high-priority situations.

Requirements

- Diploma or Bachelor's Degree in Customer Service, Business Administration, Communications, or a related field is preferred.

- 2–4 years of experience in customer service, customer experience, call centre, e-commerce, hospitality, or a related role.

- Experience handling escalated or complex customer cases is an advantage.

- Experience supporting or guiding junior team members is preferred.

- Strong verbal and written communication skills in Bahasa Malaysia and English.

- Comfortable communicating through WhatsApp, email, phone, and social media platforms.

- Strong problem-solving and decision-making skills.

- Excellent interpersonal and communication skills.

- Able to manage multiple cases and priorities in a fast-paced environment.

- Good attention to detail and strong follow-up skills.

- Comfortable working with customer service platforms, ticketing systems, CRM systems, or other digital tools.

- Able to work independently while collaborating effectively with different teams.