Deskripsi Pekerjaan
We are looking for a motivated and professional Customer Service Executive to join our team at Red Contact. This non-voice role focuses on delivering exceptional support through live chat and email, ensuring every customer interaction is handled with clarity, empathy, and efficiency. You will become the trusted voice of our brand behind the screen – solving problems, answering questions, and creating positive experiences that build loyalty.
At Red Contact, we value individuals who can adapt quickly, communicate with precision, and maintain a calm, solution-oriented approach during busy periods. You will work alongside a collaborative support team in a modern office environment located conveniently in Melaka Tengah. We offer structured training, career progression opportunities, and a supportive management culture that encourages professional growth.
This role is perfect for someone who thrives in written communication, enjoys helping others, and wants to build a long‑term career within a stable organisation. If you are detail‑oriented, tech‑savvy, and passionate about customer satisfaction – this is your opportunity to shine.
Why you’ll love working with us:
- Competitive monthly salary with a clear pay structure.
- Comprehensive onboarding and ongoing training.
- Positive, inclusive team culture.
- Pathways for promotion into senior support or quality assurance roles.
Tanggung Jawab
- Respond promptly and accurately to customer inquiries via live chat and email.
- Resolve product or service issues by clarifying the customer’s concern, investigating the root cause, and providing effective solutions.
- Document all interactions in the CRM system with detailed notes and case updates.
- Identify recurring issues and report trends to management to improve processes.
- Collaborate with cross‑functional teams (e.g., operations, IT, sales) to ensure a seamless customer journey.
- Maintain a high level of product knowledge and stay up‑to‑date with any changes.
- Achieve quality assurance targets, response time goals, and customer satisfaction scores.
- Handle multiple chats simultaneously while maintaining a friendly and professional tone.
Kualifikasi
- Minimum 1 year of experience in a customer service role, with exposure to live chat or email support preferred.
- Excellent written English grammar and spelling; proficiency in Malay is a plus.
- Able to type at least 40 words per minute with a high degree of accuracy.
- Comfortable navigating multiple software platforms and learning new tools quickly.
- Strong active listening and problem‑solving skills.
- Ability to stay composed and positive under pressure.
- High school diploma or equivalent; a diploma or degree is an advantage.
- Flexibility to work rotating shifts, including weekends and public holidays when needed.