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Customer Service Specialist

Remote: 
Full Remote
Contract: 
Full time
Work from: 
Malaysia

MVC Resources logo
MVC Resources Human Resources, Staffing & Recruiting Startup https://mvc-resources.com/
11 - 50 Employees
See all jobs

Job description

The core responsibility of this role is to provide high-quality support by
addressing customer and operator inquiries and issues, ensuring a
smooth and satisfactory service experience. The focus includes
collaboration with internal teams, multi-channel communication, and
adhering to operational standards to maintain efficiency and
excellence in service quality.

Responsibilities:
1. Efficiently resolve customer inquiries and issues.
2. Maintain accurate and updated information while fostering positive relationships with customers.
3. Address operator concerns promptly to prevent business disruptions.
4. Collaborate with internal teams to effectively streamline operations and address customer needs.
5. Share the latest updates and information with teammate.

Tasks and Activities
1. Efficiently resolve customer inquiries and issues.
- Understand and provide accurate solutions to customer inquiries.
- Diagnose and verify reported issues to identify root causes.
- Track and resolve Jira tickets within designated timeframes.
- Troubleshoot and resolve problems in coordination with internal teams.

2. Maintain accurate and updated information while fostering positive relationships with customers.
- Share verified, updated information regularly with customers.
- Assist internal teams by providing accurate and timely support for inquiries.
- Maintain a professional and empathetic tone to build strong customer relationships.

3. Address operator concerns promptly to prevent business disruptions.
- Follow up on unresolved or pending issues to ensure timely resolution.
- Monitor SLA targets, proactively addressing delays or bottlenecks.
- Identify recurring issue patterns and suggest process improvements.
- Take proactive measures to prevent escalations that could harm the company’s reputation.

4. Collaborate with internal teams to effectively streamline operations and address customer needs.
- Collaborate with different departments to ensure seamless coordination of customer-related processes.
- Strengthen communication between operators and internal teams to optimize workflows.- Work together to identify and implement operational improvements.

5. Share the latest updates and information with teammate.
- Conduct monthly information-sharing meetings to keep the internal team informed.
- Provide updated information to team members to ensure accurate communication across all channels.

Measurement Metrics
1. Monthly Client Review satisfaction results
2. Monthly KPI performance
3. Monthly Individual Ranking
4. Monthly Jira ticket resolution rate
5. Number of customer feedback (positive & negative)

Requirements
• Proficient in both Chinese and English, verbal and written.
• Communication Skills
• Adaptability and Stress Management
• Good In Emotional Intelligence
• Accountability and Reliability
• Must possess at least a Diploma.
• Willing to work 24 hours rotating shifts, including public holidays and weekends.
2:00AM – 10:00AM
10:00AM – 6:00PM
6:00PM – 2:00AM

Benefits
Work From Home


Salary: 3000

Required profile

Experience

Industry :
Human Resources, Staffing & Recruiting
Spoken language(s):
English
Check out the description to know which languages are mandatory.

Hard Skills

Digital CommunicationsJIRA

Other Skills

  • Customer Service
  • Problem Solving
  • Accountability
  • Communication
  • Adaptability
  • Stress Management
  • Reliability
  • Emotional Intelligence
Are you interested?

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