Customer Service Executive (Contract)

We're looking for an enthusiastic Customer Service Executive with a friendly attitude, excellent communication skills, and a commitment to ensure user satisfaction. Join us and be part of a "Versa-tile", and dynamic team. The Responsibilities:

• Be familiar and up to date on Versa’s products to service customers on:
• Products/features inquiries
• Concerns regarding user onboarding
• Queries by utilizing mathematical formulas and calculations to provide accurate explanation
• Provide customer service support in daily communication with users via CRM tool (e.g. Zendesk), email, live chat, phone, Whatsapp:
• Escalate user cases(tickets) to relevant PICs
• Uphold Versa’s brand image and voice at all times
• Ensure all data and information are in order and stored in confidential/safely
• Monitor and adhere to customer service Key Performance Indicators (KPIs) and Service Level Agreements (SLAs)
• Update the FAQ (customer knowledge base) sections across all channels

-Candidates who:

• Have minimum 1 year of Customer Service experience in a similar role
• Are fresh graduates and able to work in a fast-paced environment

• Spoken and written English as well as Bahasa Malaysia
• Financial matters (i.e: interest rates, calculation on rewards and transaction monitoring)
• MS Office and/or Google Suite

• Calmly and logically handle situations without emotional stress
• Use related CRM tool (e.g Zendesk) would be helpful in this role