Deskripsi Pekerjaan
Join Fraser and Neave as a Consumer Services Executive and become the voice of our valued customers! In this pivotal role, you'll be the first point of contact for consumers reaching out to our official F&N careline, ensuring their concerns are addressed with professionalism and empathy. As a key member of our customer service team, you'll play a crucial role in maintaining our brand reputation and fostering customer loyalty.
Your responsibilities will include efficiently managing a high volume of customer inquiries, complaints, and feedback across multiple channels. You'll document each interaction meticulously, ensuring accurate tracking and follow-up. With your exceptional communication skills, you'll de-escalate sensitive situations, provide effective solutions, and go above and beyond to exceed customer expectations.
At Fraser and Neave, we value our employees and offer a supportive work environment where your growth is prioritized. If you're passionate about customer service, possess strong problem-solving abilities, and thrive in a dynamic setting, we invite you to apply for this exciting opportunity to advance your career with one of Malaysia's leading consumer goods companies.
Tanggung Jawab
- Manage and resolve customer complaints, inquiries, and feedback through various communication channels
- Maintain accurate documentation of all customer interactions and ensure timely follow-up
- Provide exceptional customer service while adhering to company policies and procedures
- Collaborate with internal departments to resolve complex customer issues effectively
- Analyze customer feedback to identify trends and propose service improvements
- Meet or exceed performance metrics including call handling time, first contact resolution, and customer satisfaction scores
- Stay updated on product knowledge and company policies to provide accurate information
Kualifikasi
- Minimum SPM or equivalent qualification, with diploma or degree in business administration or related field preferred
- At least 1-2 years of experience in customer service or call center environment
- Excellent communication and interpersonal skills in both Bahasa Malaysia and English
- Strong problem-solving abilities and patience when handling difficult situations
- Proficiency in using customer relationship management (CRM) software and Microsoft Office applications
- Ability to work under pressure and multitask effectively in a fast-paced environment
- Positive attitude with a customer-focused mindset and willingness to learn