Position Summary:

A Customer Service Associate’s role is to handle all incoming inquiries on Lazada products,

technologies, programs, policies and services. They are able to handle inquiries via all media

channels both inbound, chat and email tickets.

Duties and Responsibilities:

 Open and maintain customer accounts by recording account information

 Resolve product or service problems by clarifying the customer's complaint; determining the

cause of the problem; selecting and explaining the best solution to solve the problem;

expediting correction or adjustment; following up to ensure resolution

 information and analyzing customer needs

 Contribute to team effort by accomplishing related results as needed

 Manage large amounts of incoming Calls / Chats

 Identify and assess customers’ needs to achieve satisfaction

 Build sustainable relationships of trust through open and interactive communication

 Provide accurate, valid and complete information by using the right methods/tools

 Handle complaints, provide appropriate solutions and alternatives within the time limits and

follow up to ensure resolution

 Follow communication procedures, guidelines and policies

 Go the extra mile to engage customers

 Resolve customer complaints via phone, email, mail or social media

 Greet customers warmly and ascertain problem or reason for calling

 Act as the company gatekeeper

 Suggest solutions when a product malfunction

 Attempt to persuade customer to reconsider cancellation

 Inform customer of deals and promotions

 Sell products and services

 Work with customer service manager to ensure proper customer service is being delivered

 Close out or open call records

 Compile reports on overall customer satisfaction

 Read from scripts

 Handle changes in policies or renewals

 Resolve customer complaints via phone, email, mail or social media

"Fresh/Experienced

Customer Service Experience (Calls, emails, and chat)

Can speak English/Bahasa Malay/Mandarin

immediate joiner"

Shift :     8AM-5PM          3PM-12AM        

Salary : RM 2600 basic + RM 300 - RM 500 KPI allowance    

January 15th 2024

Location: Cyberjaya

we count on the customer service department to interact professionally with our valued customers when they have questions or concerns. We’re looking for a highly skilled customer service representative to join our team and handle inbound and outbound phone calls, email requests, and face-to-face interactions using a friendly, helpful approach. The ideal candidate is a quick learner who can think on their feet and resolve any issues with a customer-first business mentality. This person should also have experience in sales, as the opportunity may arise to promote company products and services. The most successful customer service representative will have the communication and interpersonal skills needed to provide support, answer questions, and resolve issues in an efficient manner. Serving as the voice and face of our company, the representative will be integral in reinforcing our reputation for exceptional customer service.

Objectives of this role

• Manage a large volume of inbound and outbound calls, emails, and chats with knowledge and efficiency


• Identify and address customer needs, with a goal of total satisfaction


• Provide expert answers to questions about products, pricing, and availability while presenting the value of our product portfolio to customers


• Meet customer-service department sales targets, generating leads when opportunities arise


• Follow company guidelines and procedures for communications with minimal supervision


• Recommend improvements to company processes for efficiency

Responsibilities

• Build expert, dynamic knowledge of the company’s products and services


• Conduct research with available resources to satisfy customer inquiries


• Engage with customers in an inviting, friendly, and professional manner to deliver exceptional experiences and nurture lasting relationships


• Respond quickly, professionally, and accurately to customer inquiries regarding quotes, orders, status, complaints, returns, and warranties


• Meet personal/team qualitative and quantitative targets by explaining the benefits of additional products and services to customers and seizing opportunities to sell


• Maintain daily recordings and documentation of issues and resolutions in a database for sales and executive management teams to review

Required skills and qualifications

• High school diploma or equivalent


• Successful experience in a corporate environment