Overview of the Position:
The role involves interacting with customers referring to our agents , known as Independent Business Owners (IBO) to address their concerns, answer questions, and assist with their needs. It also supports department management in ensuring efficiency, organization, customer satisfaction, and loyalty.
The role required to execute the below tasks and initiative:
- Handling Customer or agents (IBO) Inquiries: Respond to customer or agents (IBO) inquiries via phone (inbound and outbound), email, chat, or social media promptly and professionally within the SLA set.
- Providing Product/Service Information: Educate customers or agents (IBO) about the products and the related information, the marketing plan, rules, regulations, and policies to expedite decision-making for member inquiries.
- Resolving Issues: Efficiently handle and resolve complaints and issues, striving for first-call resolution and conducting necessary follow-up with customers or agents (IBO) via calls and emails.
- Handling Escalations: Escalate complex issues to the relevant department or manager. Communicate effectively with other departments and resolve problems promptly.
- Ensuring Customer or agents (IBO) Satisfaction: Follow up with customers or agents (IBO) to ensure their issues are resolved and they are satisfied with the service provided.
- Assist with ad-hoc tasks as delegated.
- Support company events or functions when required.
To be successful in this role, we are expecting the below:
- At least 1-2 years of customer service experience preferably in the MLM/Direct Selling.
- Familiar with tools such as ticketing systems, CRM, Salesforce etc.
- Proficient in MS Office application (Words, Excel, PPT)
- Proficient in verbal & written English, Bahasa Malaysia & Mandarin or Cantonese.
- Empathy, patience, effective problem-solving skills and negotiation skills.
- Pleasant personality with excellent interpersonal skills.
- Service-oriented with positive mindset.
- Able to work independently with minimum supervision.
- Work location: Bukit Jalil (nearby Pavilion Bukit Jalil)
- Working days : Monday to Friday (9am - 6pm)
Job Types: Full-time, Permanent
Benefits:
- Health insurance
Work Location: In person
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