JOB DESCRIPTION

The Client Service Associate is to help support Social Media’s advertisers worldwide through chat, email, and callbacks.

• Understand customer enquiries and respond via applicable channels: email, chat, and call backs.
• Understand customer enquiries and ensure they are answered or routed through the appropriate support channel.
• Manage customer escalations and ensure that these are answered, tracked, and escalated as required.
• Perform all procedures accurately, including following documented call flows, work processes, data entry requirements, and complaint management processes.
• Ensure all SLAs are met accordingly.
• Demonstrate a strong customer service orientation and take responsibility to ensure customers are satisfied.
• Provide a high level of professionalism and competent customer service.
• Able to communicate effectively with customers in a friendly and polite manner by following to processes.
• Able to read, write, and speak fluently and spontaneously in both English and, for native speakers, in their native language.

JOB REQUIREMENT

• At least 1-2 year(s) of working experience in the related field is required for this position.
• Well versed in English and Bahasa Malaysia.
• Able to work independently with minimum supervision.
• Possess great personality with a can do attitude.
• Responsible, fast learner, interpersonal skills and a strong spirit of teamwork.
• Good time/organizational management and critical thinking abilities.