About this role
We are looking for a Customer Support Representative to join us in Malaysia.
Key Responsibilities
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In this role, you will…
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Respond promptly and effectively to any customer inquiries, requests and complaints received via phone, chat, e-mail or mail to achieve customer satisfaction
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Competent in the use of company systems to support treatment status and sales follow up
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Collaborate with other departments to provide solutions for customers.
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Identify and escalate issues that require additional attention.
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Provide feedback to management on customer trends and recurring issues.
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Support the sales and marketing department by entering marketing information and client contact details into the database. Proficient in using customer support phone systems, Salesforce, and the corporate website.
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Meet departmental standards for personal and team performance metrics including, but not limited to, contact volume handled, turnaround time and quality
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Accurately and thoroughly document information in the company’s database(s) about each contact they handle following defined parameters
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Stay up-to-date on company products, policies, and procedures.
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Maintain a basic knowledge in orthodontic/dental concepts and topics
Skills, Knowledge & Expertise
In this role, you’ll need …
- Bachelor’s degree
- 3 to 5 years of experience in customer service
- Ability to focus attention to detail
- Ability to consistently follow through activities and projects to completion
- Ability to perform in a fast-paced environment
- Ability to act and speak with confidence
- Ability to work independently and as part of a team
- Excellent organizational and time management skills
- Possess a service excellence mindset
- Possess a strong customer focused orientation with good interpersonal skills
- Proficiency in customer service software and strong computer skills.
- Ability to communicate effectively and professionally and in a tactful manner with internal and external customers
- Provide support to audit processes and quality management system as required
- Willingness and ability to work on weekends as needed.