Closing Date : 31/03/2025

Part-Time Customer Happiness Specialist  

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:
    - First Response Time (Email & Live Chat)
    - Resolution Time (Email & Live Chat)
    - CSAT (Customer Satisfaction Score)
  • Acknowledging and resolving customer complaints in a timely manner.
  • 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 platform (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.
  • Detail-oriented, meticulous, able to work under pressure in a fast-paced environment
  • A team player, able to blend in with any group and work successfully as part of a team.
  • Demonstrates the appropriate level of skills to promote company products.
  • Honest with the ability to work quickly and accurately.
  • Independent individual with strong decision-making skills