Customer Support Specialist

Kuala Lumpur
Permanent
Full-time

19 days ago

“Unifying Purpose, Shaping Careers” – We believe in a world where organizational strategies are brought to life; when everyone finds value in their work by aligning organizational purpose with people, where we inspire a meaningful and impactful future.Our client is a leading provider of integrated logistics and supply chain solutions, serving a diverse range of industries worldwide. Leveraging technology and industry expertise, they offer seamless services such as freight forwarding, warehousing, and distribution. Their solutions are tailored to each client’s needs, ensuring efficiency, reliability, and cost-effectiveness. With strategic partnerships and a global network, they ensure timely, secure delivery of goods. Committed to fostering strong client relationships, they deliver superior service, helping businesses thrive in an interconnected world.Our client is seeking a skilled Customer Support Specialist to join their e-commerce division. This individual will serve as the go-to person for all customer escalations, working closely with the internal operational team to resolve issues and ensure customer satisfaction. The ideal candidate will have excellent multitasking skills, allowing them to manage both internal and external stakeholder relationships effectively.The Challenges

Customer Escalations: Act as the primary contact for customer issues, handling escalations promptly and efficiently. Investigate complaints, identify root causes, and implement solutions in collaboration with the internal operational team.
Stakeholder Collaboration: Work closely with internal teams to align on issue resolution strategies, ensuring clear communication and collaboration throughout the process. Maintain strong relationships with external stakeholders, including customers, partners, and vendors.
Communication: Provide timely and accurate updates to customers regarding their issues, resolutions, and progress. Communicate with internal teams, ensuring all stakeholders are informed and aligned.
Problem-Solving: Analyze customer complaints and feedback to identify patterns and areas for improvement. Propose solutions to improve the customer experience and mitigate potential issues.
Documentation: Maintain thorough records of customer interactions, escalations, and resolutions. Generate reports to track and analyze key metrics, providing insights into the performance of the e-commerce division.

What It Takes

Proven experience in a customer support or service role, preferably in the e-commerce sector.
Excellent multitasking skills, with the ability to manage multiple issues and stakeholders simultaneously.
Strong communication skills, both written and verbal, to interact effectively with customers and internal teams.
Problem-solving skills, with the ability to analyze issues and propose effective solutions.
Proficiency in relevant software and tools for communication and documentation.

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Priority responses will be given to candidates who are shortlisted.

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