Deskripsi Pekerjaan
Join our dynamic team at Sonata CX, a leading customer experience provider, as we expand our operations in Selangor. We're seeking passionate Customer Service Executives to join our night shift team and deliver exceptional service to our global clientele. In this critical role, you'll be the first point of contact for customers, resolving inquiries with professionalism and empathy while maintaining high satisfaction standards. Sonata CX offers a supportive environment with competitive compensation, comprehensive training, and clear career progression paths. If you thrive in fast-paced settings and are committed to creating positive customer interactions, this opportunity is your gateway to professional growth with an industry leader.
Tanggung Jawab
- Handle inbound/outbound customer inquiries via phone, email, and chat channels
- Resolve customer complaints and issues with empathy and efficiency
- Document interactions accurately in CRM systems
- Collaborate with support teams to resolve complex technical inquiries
- Meet/exceed performance metrics (CSAT, FCR, AHT)
- Continuously update product knowledge through training modules
- Escalate unresolved issues to appropriate departments
Kualifikasi
- High school diploma or equivalent; bachelor's degree preferred
- Minimum 1 year customer service/call center experience
- Excellent verbal/written communication skills in English
- Strong problem-solving abilities and conflict resolution skills
- Proficiency with CRM software and Microsoft Office Suite
- Ability to work independently and collaborate in team environments
- Flexibility to work night shifts and weekends
- Multilingual skills (Bahasa Malaysia/Mandarin) considered advantageous