1) Job Summary:
Organized and friendly on the phone, in person and using written communication. Interacting directly with customers to answer questions, solve problems, provide product education and a maintain company reputation for the high quality service.
2) Role and Responsibilities:
- Handles incoming calls and enquiries.
- Resolve customer complains vis phone, email and social media.
- Improving quality service by recommending improved process, identifying new products and service applications.
- Prepare service reports by collecting and analysing customer’s information, complete supporting paperwork.
- Maintain and update customer data base.
- Maintain update knowledge of all company products and services to provide adequate education to customers
- Collect and record customer feedback and information, and share with the team, appropriate departments and outlets.
- Create, maintain and update the service report and product inquiry reports. (feedback from telephone, Fresh desk and Outlet Suggestion Box)
- Maintain and update CSR flow charts and handbook.
- Conduct in house CS training and employee induction-reinforce Jaya Grocer culture.
- Work with HOD, to ensure appropriate changes are made to improve customer satisfaction.
- Perform other related duties as assigned or requested.
Required language(s): English, Bahasa Malaysia, and Mandarin Speaker will be added advantage