Customer Service Agent (Email/Chats)
• Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfilment related problems and providing support to the customer ensuring a high level of satisfaction.
• Primarily handle inquiries via social media platforms pertaining to orders, payments, shipping, vouchers and etc from both seller and buyer through native channels or through Salesforce
• Primarily handle escalations related, manager call-backs and service recovery cases via emails
• This position is expected to provide First Contact Resolution (FCR) according to standard operating procedures. In the event of non-FCR, you are expected to follow up and respond users via call back, email and social media on timely manner
• Manning of respective escalation queues and backlogs focusing on such as Logistics, Payments and Cross Border etc
• Update case details appropriately. eg: Gdocx, Salesforce and etc
• To meet Key Performance Indicators (KPI) like average handling time, FCR rate, contact response rate, customer satisfaction score and etc
• To record case details in Customer Relationship Management (CRM) • Communicate effectively by providing accurate information to the users and external partners such as
• Ensure resolution of fulfilment related problems and disputes
• Provide an effective solution for customer disputes issue
• Assisting in developing and improving existing dispute process
• To communicate effectively and accurately when communicating with users & stakeholders
• To assist Team Leader to monitor real time performance and initiate appropriate actions
• Assume additional responsibilities as assigned
• Communicate effectively with team members
• To take on ad-hoc projects/assignments
• Undertake any other duties as-and-when assigned by Management.
Established in 1961, Malayan Flour Mills Berhad (MFM) is the pioneer in the flour milling industry in Malaysia. MFM has grown to become the leading flour miller in Malaysia with regional presence in Vietnam and Indonesia. Over the years, we have expanded into poultry integration, aquaculture, and raw material trading. In FY21, the group revenue was RM2.43 billion.
MFM is one of the major poultry integrators in poultry feeds, breeding, farming with a state-of-the-art processing facility across the poultry value chain. Designed to meet the domestic and international markets, the advanced facility will process up to 300,000 birds per day.
With our asset of 3,000 people, we have transformed and grown in Malaysia and regionally. Synergising with our workforce, we embrace Artificial Intelligence, Big Data, Internet of Things (IoT) in our day-to-day business. Through our partnership with Tyson Food, Inc. and Toyota Tsusho Group, we aspire to be a leading global halal food enterprise while achieving sustainable development goals.
Building the workforce of the future…Today. We invite you to be part of our team!
Visit https://www.mfm.com.my/careers/ or apply via the Jobs tab in Linkedin.
