Customer Support Executive

Working Hour 9.30am-6.30pm Saturday & Sunday Work From Home , Monday - Friday Office, OFFDAY ON WEEKDAYS (2days)

• Provide first-level contact and convey resolutions to customer inquiries.
• Properly escalate unresolved queries to the required resource.
• Inform customers of the services and products utilized.
• Document all customer interactions accurately in the CRM system.
• Adhere to company policies and procedures.
• Identify and assess customers’ needs to achieve satisfaction.
• Maintain a high level of customer service and professionalism at all times.
• Actively listen to customer concerns and provide empathetic and effective solutions.
• Develop and maintain a thorough understanding of company products and services to answer questions and provide support.
• Manage time effectively to handle a high volume of customer interactions efficiently.
• Collaborate with team members to share best practices and improve overall customer support.
• Seek opportunities to upsell or cross-sell products and services when appropriate and beneficial to the customer.
• Respond to customer inquiries via phone, email, and chat in a timely and professional manner, addressing their questions and concerns with patience and empathy.
• Provide accurate information about company products and services, guiding customers through features, troubleshooting common issues, and offering solutions to meet their needs.
• Document all customer interactions, including inquiries, complaints, and resolutions, in the company's CRM system to maintain a comprehensive record and identify trends.
• Escalate complex customer issues to senior support staff or relevant departments when necessary, ensuring clear communication of the problem and customer history.
• Proactively identify opportunities to improve the customer experience by gathering feedback and suggesting enhancements to support processes and product offerings.
• Collaborate with team members to share knowledge, best practices, and insights to foster a supportive and efficient customer service environment.
• Maintain a high level of product knowledge through ongoing training and self-study to effectively assist customers with a wide range of inquiries.
• EPF
• SOCSO
• Annual Leave
• Medical Leave
• Health Insurance