Welcome | Zus Coffee

Objective

To assist Customer Happiness Senior in managing the team based on AM / PM shift and responsible for analyzing and planning overall customer service excellence, developing and reviewing process review and implementing customer service process review initiatives.

Position Responsibilities

Productivity – is a main qualifier to is a quality metric for assessing a team’s performance, and by default how well a team is managing and enabling the team to deliver. Which contains the sub-qualifier as below:

Acknowledging and resolving customer complaints promptly.
Knowing our products inside and out so that you can answer questions.
Keeping records of customer interactions, transactions, comments, and complaints.
Follow communication procedures, guidelines, and policies
To communicate and coordinate with colleagues as necessary.
To ensure customer satisfaction and provide professional customer support.
Handle complaints, provide appropriate solutions and alternatives within the time limits, and follow up to ensure resolution
Contribute to the development and maintenance of standards, policies, and procedures regarding customer service
Learn about the organization’s products or services and keep up to date with changes
Perform any other special project/ task as assigned by superior/ management
Provide a solution and improvement plan to support the primary role.

Qualifications & Experience

Candidate must possess at least SPM/Diploma.
At least 1-2 years of working experience in customer service is required for this position.
Experiences in Customer Service or Call Center in a fast-paced environment
Familiar with the F&B industry and having coffee knowledge is a plus point
Willing to work on shifts, weekends and public holidays.
Strong computer skills (e.g: Excel)
Prior experience with Live Chat platforms (e.g: Zendesk, Freshchats, Intercom, etc)
Computer literate and versed in working with numbers.
Critical thinking and problem-solving skills
Proficiency in English and Bahasa
Respond to all enquiries from all official channels (e.g. Live Chat, emails, calls) and register all enquiries.
Good team player, positive attitude, and eager to learn
Detail-oriented, meticulous, able to work under pressure in a fast-paced environment
Must be an assertive team player with high energy to work in a fast-paced environment.
Demonstrates the appropriate level of skills to promote company products.
Well-organized and detail-oriented and able to multitask
Independent individual with strong decision-making skills
Assist with other ad-hoc duties as and when required
Ability to work with very minimal guidance or supervision and strong time management skills.

a Necessity, not a Luxury

Spoken Language: Malay, English

Written Language: Malay, English