Sdec Sarawak Digital Economy Hiring! Full Time Customer Service Coordinator in Sarawak - Ricebowl

Customer Support & Inquiry Handling

• Respond promptly to customer inquiries through inbound/outbound calls, chats, and emails.
• Provide accurate information about products, services, installation, billing, and troubleshooting steps.
• Guide customers on using digital platforms (e.g., MySDEC app, MySRBN subscription and Plug & Play setup).
• Follow scripts, guidelines, and standard operating procedures (SOPs) to ensure consistent service.

Issue Resolution & Escalation

• Identify customer problems and apply the appropriate solution or escalate to relevant departments (technical, installation, billing).
• Track and document all customer interactions in the system (CRM or ticketing tools).
• Follow up with customers to ensure satisfactory resolution and closure of issues.

Customer Retention & Experience

• Promote a positive customer experience by demonstrating empathy, professionalism, and clear communication.
• Assist in retaining customers by offering alternative solutions or promotional packages where applicable.
• Gather and share customer feedback to support service improvement initiatives.

Customer Retention & Experience

• Meet individual and team KPIs, such as call handling time, first-call resolution, and customer satisfaction scores.
• Participate in team briefings, training sessions, and coaching to enhance performance and service quality.
• Maintain a high level of product knowledge to address customer needs accurately