Specialist Customer Service - Petaling Jaya, Selangor, Malaysia - On-site - Full-time

About the job

Title: Specialist Customer Service

Location:

Petaling Jaya, MY, MY

Global Business Unit: HEC

Job Function: Client and Customer Services

Requisition Number: 182070

Description

Job Summary

The incumbent will be supporting the Customer Service team in Order Processing related matters on 1-year contract basis.

General Responsibilities

Receive and handle inbound customer orders, queries, and complaints (via hotline). Document and record customer details, queries, and complaints
Conduct outbound calls to follow up on issues/orders/complaints to ensure customer satisfaction.
Resolve customer queries/complaints as per standard operating procedures and channel to the respective operations team for immediate resolution
Provide feedback to supervisor on improvement areas based on customer/client issues
Prepare and submit regular/ad hoc reports to respective departments or management on all the cases logged in the system
Maintain up-to-date information on processes, products, price lists, etc.
Liaise with respective operations team for issues, follow-up, and actions
Establish and maintain good working relationships with clients/customers

Functional Skills And Knowledge

Demonstrate basic knowledge of customer service principles and practices
Proven basic knowledge of CRM, SAP, and call center/customer service environments
Proven ability in multi-tasking and prioritizing workload
High attention to detail, follow-through and accuracy
Proficient in office productivity tools (e.g. Excel, Word, and PowerPoint)
Good in local language and ideally in English, both written and spoken
Demonstrate appreciation and respect for cultural sensitivities, especially in cross-country/-cultural interactions
Able to handle highly sensitive and confidential information with integrity

Education

Minimum Diploma or Degree in any field.
Minimum 1-2 years relevant working experience, preferably in Healthcare industry.

Requisition Number: 182070

Job Function: Client and Customer Services