Primarily act as the interface between buyer and seller via various contact channels, setting realistic expectations, resolving fulfillment 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 callbacks 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 back to users via callback, 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 Ninjavan. Ensure resolution of fulfillment 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.

Kuala Lumpur