Responsibilities

• Manage inbound calls, WhatsApp, social media, and email enquiries.
• Provide accurate service information and policy clarification.
• Ensure timely response to customer queries.
• Handle simple complaints with structured guidance.
• Apply basic de-escalation techniques.
• Escalate high-risk or sensitive cases to Senior CC or Manager.
• Document all cases accurately in CRM.
• Google Review Management
• Respond to standard Google Reviews using approved templates.
• Flag negative or complex reviews for escalation.

Qualifications

• Minimum SPM or equivalent; Diploma in Business or Customer Service is an advantage.
• 0–2 years in customer service or retail environment preferred.
• Able to handle basic conflict resolution, multitask effectively, and maintain organized and accurate documentation.
• Proficient in English, Mandarin, and Malay.
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