Specialist, Customer Happiness

Position Responsibilities

• Manage large amounts of incoming calls and emails from customer.
• Provide quality customer support and assistance through Voice and Digital channels for our customers.
• Deliberate with customers or supervise personnel to address questions, problems, and special requests for orders and actual delivery statuses.
• Data entry and reporting of the tickets handled on a weekly and monthly basis.
• Gather feedback from customers, observe operational issues report promptly to supervisor.
• Constantly work towards improving customer experience.
• Support other department campaigns when the need arises.
• Contribute to the development and maintenance of standards, policies, and procedures regarding customer service.
• Learn about the organization’s products or services and keep up to date with changes.
• Perform any other special project/ task assigned by superior/ management.

• Must possess at least a Diploma/ Degree in any fields of study.
• Minimum 1 year of working experience in customer service (Fresh graduates are also encouraged to apply).
• Familiar with the FandB industry and having coffee knowledge is a plus point.
• High emotional intelligence and patience when handling tough cases.
• Computer literate with good command of both written and spoken in Bahasa Malaysia and English.
• Able to work under minimal supervision
• Able to work in a fast-paced and high-intensity work environment
• Willing to work with rotational shifts as needed (weekdays, weekends, night shifts and public holiday)