Customer Service Agent

Overview

Location: Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Responsibilities

• Act as the interface between buyer and seller via various contact channels; set realistic expectations, resolve fulfilment-related problems, and provide support to customers to ensure a high level of satisfaction.
• Handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers, etc., from both seller and buyer through native channels or Salesforce.
• Handle escalations, manager call-backs, and service recovery cases via email.
• Provide First Contact Resolution (FCR) according to standard operating procedures; when not achieving FCR, follow up and respond to users via callback, email, and social media in a timely manner.
• Manage escalation queues and backlogs focusing on Logistics, Payments, Cross Border, etc.
• Update case details appropriately in systems such as Gdocx and Salesforce, etc....