Responsibilities
- Respond quickly and courteously to customer and Brand Partner inquiries through phone, email, in-person visits, and other platforms.
- Initiate follow-up communications via call or email to resolve concerns, complaints, or issues related to products or business operations.
- Accurately process orders, applications, and refund requests with proper documentation and adherence to established procedures.
- Clearly communicate company policies, operational guidelines, and business rules to enhance understanding and satisfaction.
- Foster positive relationships by actively listening and responding constructively to feedback, supporting customer retention.
- Maintain up-to-date knowledge of products, mobile applications, and digital platforms to provide effective technical assistance.
- Suggest appropriate products or business options tailored to customer and Brand Partner needs, including opportunities for upselling.
- Timely escalate unresolved or complex cases to a supervisor for further action.
- Strive to meet or surpass performance benchmarks and service quality standards within the call center environment.
- Stay informed on product updates, company news, and attend training sessions regularly.
Requirements
- High school diploma or equivalent qualification
- Superior spoken and written communication abilities in both English and Mandarin
- Mandatory Mandarin proficiency due to regular interaction with Mandarin-speaking clients and partners
- Strong interpersonal abilities with a professional and service-focused attitude
- Capable of handling stress and maintaining composure under pressure
- Skilled in multitasking, time management, and goal-driven performance
- Basic computer skills and experience with order management or CRM software
- Ability to work autonomously with minimal oversight while contributing effectively as part of a team
- Demonstrated commitment to customer service excellence and adaptability when engaging diverse individuals
Nice to Have
- Minimum of two years of experience in a customer service role
Work Arrangement
On-site
Work Arrangement
On-site
Other
- Position is based in Malaysia
- Work schedule is Monday through Friday, 11:00 a.m. to 8:00 p.m., on-site
- Alternate Saturdays from 10:00 a.m. to 2:00 p.m. conducted via work-from-home arrangement
- Maintain strict confidentiality and adhere to data protection protocols
- Follow all organizational policies, operational procedures, and compensation plan guidelines
- Perform additional assigned duties or participate in temporary projects as needed
- Contract duration is nine months, tentatively from July 2026 to March 2027
