Executive – Customer Service (English and Nepalese Language Support)

Kuala Lumpur
THE POSITION:
  • The Executive – Customer Service will be required to manage inbound and outbound emails and chat enquiries pertaining to a mobile digital music service that provides users with free access to millions of songs to download and play, commercial free. 

  • The position will require you to support the contact centre in both spoken and written English and Nepalese.

RESPONSIBILITIES FOR THE ROLE:
  • To ensure that all emails are replied within 24 hours.
  • To ensure all assigned tasks are replied within the stipulated time frame.
  • To ensure all cases are escalated correctly by following the escalation process.
  • To ensure that all emails and cases are logged and replied through CRM.
  • To ensure that all emails are carefully read and investigated before replying so that we can ensure all replies are accurate and relevant.
  • To seek Line Manager’s assistance whenever it is needed.
  • Highlight any downtime or technical issue to the Line Manager for further escalation.
  • To answer calls in the event there is a high volume of calls.
  • Undertake any other tasks as assigned by management.

REQUIREMENTS FOR THE ROLE:
 

  • Diploma/Degree in IT related disciplines preferably in Mobile Computing technology/Telecommunications

  • 23 years old and above

  • Excellent command of spoken and writen English and Nepalese.

  • Possess initiative, able to work independently and as a team.

  • Dynamic, highly motivated and a result-oriented team player with good interpersonal skills

  • Demonstrate an understanding of SMARTPHONE application usage, basic troubleshooting as on Android and iOS device platforms :- phones and tablets, Wi-Fi connections, Data connection requirements (3G, 4G)

  • Experience with Telco-Mobile Broadband service packages and benefits is an advantage.

BENEFITS:
  • Attractive salary.
  • Probation period is 3 months.
  • Performance related allowance for confirmed staff.
  • Work permit organized and paid by the company.
  • Annual Leave 15 days. 
  • Medical Leave 14 days.
  • Medical and hospitalisation coverage.