Customer Service Representative
Kimkaba Sdn Bhd Klang Full-time
Provide exceptional customer support via phone, email, and chat, addressing inquiries and resolving issues promptly and efficiently.
- Develop and maintain a deep understanding of Kimkaba Sdn Bhd's products and services to accurately answer customer questions and provide guidance.
- Actively listen to customer concerns, demonstrating empathy and patience to build rapport and ensure customer satisfaction.
- Collaborate with internal teams to escalate complex issues and ensure timely resolution, maintaining clear and concise communication throughout the process.
- Document all customer interactions, feedback, and resolutions accurately in the CRM system for future reference and analysis.
- Contribute to the continuous improvement of customer service processes and procedures by providing feedback and suggesting enhancements.
- Adhere to company policies and procedures, ensuring a consistent and high-quality customer experience.
- Effectively communicate in both English and Mandarin to cater to a diverse customer base.
- Handle customer complaints and difficult situations with professionalism and a solutions-oriented approach.
- Assist in training new customer service representatives on company products, services, and support protocols.
- Serve as the primary point of contact for customer inquiries via phone, email, and chat, addressing questions about products, services, and account information with a high degree of accuracy and professionalism.
- Troubleshoot and resolve customer issues effectively and efficiently, escalating complex problems to the appropriate internal teams when necessary, while maintaining ownership of the customer's experience.
- Educate customers on product features, benefits, and best practices, providing guidance and support to ensure they maximize their value from our offerings.
- Process customer orders, returns, and exchanges accurately and in a timely manner, adhering to company policies and procedures.
- Gather customer feedback through various channels, identifying trends and areas for improvement in products, services, and customer support processes.
- Maintain detailed and accurate customer records in the CRM system, documenting all interactions, resolutions, and follow-up actions.
- Collaborate with sales and technical teams to ensure a seamless customer journey and to provide feedback on customer needs and market trends.
- Proactively identify opportunities to enhance the customer experience and build strong, long-lasting relationships.
- Assist in the development and updating of customer service documentation, FAQs, and training materials.
- Contribute to a positive team environment by sharing knowledge, supporting colleagues, and participating in team meetings and initiatives.
- EPF
- SOCSO
- Annual Leave
- Medical Leave
- Health Insurance
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