Job Description
We are actively looking for a dynamic and customer-focused individual who can join our team as a Customer Care Representative. As the face of our company, you will play a pivotal role as the first point of contact for our valued customers and agents. In this essential position, you will serve as a trusted advisor, providing exceptional service and support to address their inquiries, resolve issues, and ensure their overall satisfaction.
Your primary responsibility will be to interact with customers and agents in a professional and courteous manner, effectively representing our brand and fostering positive relationships. You will listen attentively to their concerns, demonstrating empathy and understanding, while proactively offering solutions to meet their needs.
As a Customer Care Representative, you will utilize your strong communication skills to convey accurate information about our products, services, and company policies, ensuring clarity and transparency in every interaction. Your ability to navigate customer inquiries with ease and efficiency will be crucial in delivering a seamless and satisfying customer experience.
In addition to handling customer inquiries and requests, you will also be responsible for resolving any issues or complaints that may arise, demonstrating patience and resilience in addressing challenging situations. By actively listening to customer feedback and concerns, you will play a key role in identifying areas for improvement and contributing to our continuous efforts to enhance customer satisfaction.
Overall, this role presents an exciting opportunity to make a meaningful impact by providing exceptional service and support to our valued customers, helping to solidify our reputation as a trusted and customer-centric organization
Responsibilities
- Retains customers by answering product and service questions via Phones, chats, system email and internal system (FxClient).
- Respond to all emails via Zendesk in a timely manner.
- Manage Customer Service queries received on Ria Chat and selected Social Media sites
- Understands the importance of Privacy and follows the legislation and procedures accordingly
- Maintains customer records by updating customer information.
- Resolves product or service problems by clarifying the customer's complaint; determining the cause; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution and escalate the issue if necessary.
- Recommends changes that may be needed to management by collecting customer information and analyzing customer needs.
- Contributes to the CS team by assisting in accomplishing department goals.
- Keeping up to date with all new changes and information which may be relevant to your position, you need to be knowledgeable.
- Follows all internal procedures and policies
- Manage excellent relationships with all Ria's Stakeholders, from customers to correspondents.
- Completes assigned tasks and shift responsibilities daily
- Develops and Maintains relationships throughout the organization between agents, correspondents, and staff
- Maintains customer satisfaction at high levels.
- Ensure the quality of call standards are met for the department.
Qualifications
- College level, preferably Bachelor's degree in any course.
- Good knowledge of MS Office and Internet Explorer.
- At least 3 years work experience in customer service or call center positions.
- Advanced level of English and Malay
- Strong customer service orientation.
- Excellent communications skills (both oral and written).
- Team worker.
- Attention to detail.
- Flexibility regarding work schedule.
