Job Description:

  • Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer 
  • CCS is expected to provide first contact resolution according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond back to users via callback, email and social media
  • Update case details appropriately. i.e : Gdocx, Salesforce and etc
  • To meet KPIs like average handling time, first contact resolution rate, contact response rate, customer satisfaction score and etc
  • Communicate with external partners like Poslaju and ipay88 if it’s appropriate
  • To ensure accuracy in information when communicating to Shopee users
  • Communicate effectively with team members and Shopee users
  • Take on ad-hoc projects/assignments
  • Assist to attend inbound calls/email/live chat if required

 Requirements:

  • 1 year of contact centre experience, mainly in social media customer service
  • Excellent spoken and writing skills in both English & Bahasa Malaysia. Mandarin is an added advantage
  • Business writing skill is mandatory
  • Good typing skill
  • Being able to work independently 
  • Ability to multi-task, prioritize and manage time effectively
  • Demonstrate teamwork all the time

 

 

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