Customer Service Executive (Carlist.my)

Job Purpose:
The Customer Care Executive is responsible for managing customer interactions across various channels, including chat, inbound and outbound calls, emails, and surveys. The role involves handling inquiries, resolving complaints, and promoting private seller services while ensuring the highest level of customer satisfaction.

Job Responsibilities:

• Respond promptly to inquiries and complaints through live chat, inbound/outbound calls, and emails.
• Accurately update and maintain customer interactions in the CRM system.
• Resolve customer issues tactfully and escalate complex cases to the Customer Service Manager when needed.
• Provide feedback from customers to the Customer Service Manager for service enhancements.
• Foster positive working relationships within the team and across departments.
• Proactively identify customer needs and provide solutions to enhance the overall customer experience.
• Assist in developing and refining customer service processes to improve efficiency and service quality.
• Support the training and on-boarding of new team members by sharing knowledge and best practices.

Requirements:

• A Diploma, Bachelor’s Degree, or equivalent in any field.
• Minimum 1-2 years’ experience in call centers, telemarketing, online, or automotive industries.
• Proficiency in English and Bahasa Malaysia (spoken and written).
• Prior experience (1-3 years) in a Contact Centre, tele-sales, or telemarketing environment.
• Familiarity with CRM tools and customer service software is a plus.

Last updated on Jan 21, 2025