PrimeKeeper Malaysia Sdn. Bhd, a privately owned Malaysian FinTech company, works with Financial Institutions, to bring our Users an Open Micro e-Banking Services System that enables consumers toconsolidate all their sources of funds in a single system and make cashless payments at participating merchants.
As PrimeKeeper’s Customer Experience Executive you are expected to serve customers (Users and Merchants) by providing product and service information; acting as a liaison for support services between PrimeKeeper and its Users and Merchants, assisting with complaints, errors, account questions and other queries; and resolving product and service problems.
Are you looking for a career where your involvement can make a differenceWe are growing fast and are always looking for people with the best blend of experience, knowledge, talent and ambition. If you are committed to making a difference and have the skills and experience to make things happen thenJOIN US!
DUTIES AND RESPONSIBILITIES:
Resolve product or service problems by handling and clarifying the customer's issues; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting the resolution and following up to ensure resolution of the ticket.
Follow the company’s communication procedures, guidelines and policies in providing resolutions.
Resolve customer tickets via our support portal, phone, email, live chat or social media.
Maintain a positive, empathetic and professional attitude toward customers at all times even when faced with misplaced criticism or frustration.
Know our products inside and out so that you can answer customer questions by making use of a combination of product knowledge and analytical thinking in order to specifically tailor your answer to address the customer’s issue. Commit to continual education about the company, products, services and support procedure.
Provide timely feedback to your team lead/management regarding challenges or customer concerns and by evaluating the systems' problems to recommend enhancements that will benefit our customers.
Contribute to the Customer Experience team by conducting research and proposing feasible methods to improve on our customer service offerings.
Analyse customer reported information to identify problems and concerns and conduct problem research and issue replication as well as testing of the solution prior to informing the Customer of the resolution.
Identify and assess customers’ needs to achieve satisfaction. Provide exceptional customersupportwhen communicating and assisting customers. Ensure that high quality standards are maintained for all customer interactions and issue resolutions.
Meet personal/team customer satisfaction targets, support SLAs and ticket handling quotas
A degree or diploma holder in any field with at least a minimum of 1 year of proven customer support experience.
Fresh graduates with service-industry related qualifications are encouraged to apply. Training will be provided.
Required languages: English and Bahasa Malaysia (both verbal and written). Expert communication, both written and spoken skills, and listening skills are a must for this position which is often the “face” of the company to the customers.
Core Skills: Customer Service, Product Knowledge, Quality Focus, Problem Solving, Market Knowledge, Documentation, Listening, Conflict Resolution, Analysing Information and Multi-tasking.
Familiar with support systems, preferably Zendesk, and support practices.
Customer orientation and ability to adapt/respond to different types of characters and maintain serenity in challenging situations.
Ability to think under pressure, multi-task, work independently, prioritise and manage time effectively.
A quick thinker, researcher and trouble-shooter.
Ability to meet required goals and KPIs.
Must be willing to work on a rotational shift basis.
Has basic computer skills.
Type : Company job
Role : N/A
Industry : Computer/Information Technology (Software)
Salary : Not Disclosed
PrimeKeeper Malaysia Sdn. Bhd, a privately owned Malaysian FinTech company, works with Financial Institutions, to bring our Users a Unified Payment Platform that enables consumers toconsolidate all their sources of funds in a single system and make cashless payments at participating merchants.