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Customer Service Representative- Luxury Brand (Mandarin Speakers)

Keywords / Skills : Customer Service, Customer Service Executive, Customer Care Executive, Customer Care, Customer Support, Call Centre

2 - 4 years
Posted: 2019-04-18

Job Description
Company Profile:

Sector: Consumer Staples

Industry: Consumer Products

The Company manufactures coffee and related products including different blends and they had grown into one of the most recognized brands in the world of coffee. They provide personalized coffee services including delivery and maintenance of coffee machines for customers throughout the world.

Job Location : Level 9, Axiata Tower,No 9, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, Malaysia

Employment Type: Full time- Permanent position

Working Hours: 8pm – 8am

Working days: 4days/ per week 3 days off

Salary Package: Attractive basic salary for the right candidate + Shift Allowance (RM25/day) + KPI bonus RM500 (Package excluding Overtime Pay)


• Working Location (KL Sentral )

• Nearby public Transportation (LRT, Bus, KTM, ERL) - KL Sentral station & Ampang Park Station

• 14 Days Annual Leave entitlement

• 14 Days Sick/Medical Leave

• Medical Insurance (cover Inpatient & Outpatient)

• EPF, SOCSO & EIS Contribution.

• Monthly PCE Certification allowance.

• AIA Vitality (Health Awareness Programme).

• Gym membership -Corporate (Celebrity Fitness).

• Staff Discount- Electronic Products.

• Employee Referral (RM 500.00 per Local referral).

• Child Care Facilities (Corporate Day care for employee’s children).

• Employee Assistance Program (Counselling).

• Internal Career Opportunities.

• Culture Diversification

Job Scope:
  • Handle inbound/outbound inquiries, feedback and provide resolutions to customers over the phone or via emails relating to renowned product
  • Provide accurate and efficient support work relating to the renowned Premium products
  • Ensure KPI's targets (e.g. customer satisfaction index, first call resolution, productivity) are met consistently to achieve the overall contact centre objectives.
  • Obtain customer’s details and ensure all information are accurately and promptly keyed into our customer database for all transactions.
  • Actively promote and educate customers on the use of self-help and our digital services and enhance customer satisfaction.
  • Ensure first contact resolution and effective follow-up with Service partners and internal departments to ensure case closure in accordance to our service standards.
  • Undertake any other tasks delegated by the Team Leader

  • Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, Master's Degree, any field.
  • Required language(s): English, Mandarin & Cantonese.
  • At least 2 year(s) of working experience in the related field is required for this position.
  • Preferably Senior Executives specializing in Customer Service or equivalent.
  • 3 Full-Time position(s) available.
  • Permanent Night Shift Allowance.
  • KPI Incentive Allowance.

About Company

Teledirect provides customised telecommerce services and consulting in Asia.

Teledirect was founded in 1995 in Singapore and today operates in 5 key Asian markets i.e. Singapore, Hong Kong, Malaysia, Thailand and Indonesia.

We have a wealth of over 15 years of contact centre experience and expertise managing over 4,500 projects. We service customers worldwide in over 18 languages on behalf of our clients providing them with a total outsourced contact centre solution comprising of people, processes, facilities, technology and business know-how.
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