Responsibilities: • Set to ensure Department & staff performance meeting KPIs. • To ensure customers are consistently receiving high quality and efficient service, such as first contact resolution, able to resolve various queries, complaints, and close escalated cases speedy and effectively. • Provide action plan for areas require improvements. • Monitor & enhance processes & procedures (SOP) within department SLA. • Timely monitor service performance, timely feedback issues to relevant department for resolution & improvement. • Answer suppliers’ enquiry related to the company services via phone and email. • Ensure incidents are logged and updated in the helpdesk ticketing system • Learn and achieve good understanding of product features • Guide supplier and buyer on portal usage and process. • Provide service provisioning and training for supplier • To assist buyer and supplier enquiries on business/trading processes. • Response to inbound and outbound calls in a professional manner and providing solutions and advise where appropriate. • Troubleshoot and resolve suppliers’ issues within system accessibility. • Ensuring service quality level are maintained and all issues is handled in a timely manner. • Escalate clients' requests and complaints to appropriate specialists. • Update clients about their request and feedback’s status accordingly. • Gather client’s feedback, identify problem trend and report to supervisor for discussion or service enhancement. • Perform other related duties on ad hoc basis. Requirements: Candidate must possess at least a Diploma, Advanced/Higher/Graduate Diploma, Bachelor's Degree, Post Graduate Diploma, Professional Degree, any field. At least 1-2 year(s) of working experience in the related field is required for this position. Preferably Executives specializing in Customer Service or equivalent. Required language(s): Bahasa Malaysia, Mandarin, English Ability to effectively communicate, both written and verbally Flexible and quick learners, able to adapt to continuously evolving client needs and product updates. Ability to focus on a dynamic work environment and thrive while responding to evolving product inquiries. Courteous with strong customer service orientation Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner Knowledge in e-Commerce will be an added advantage. Ability to work as a team member, as well as independently. Able and willing to learn new things. Proactive, result oriented, self-motivated, and a team player. Knowledge in usage of Microsoft office
B2B Commerce (M) Sdn Bhd, which have been operating for 20 years, with a vision to provide an e-Commerce platform for SMEs to generate business growth. Our cloud platform provides supply chain services, logistics services, financing services and cross-border eCommerce services across 6 countries (Malaysia, Indonesia, Thailand, Vietnam, Cambodia and China). Our supply chain services serve some of the largest hypermarkets, manufacturers and oil & gas companies in ASEAN region. B2B Commerce has been in the forefront of technology and business processes incorporating the best in class business process as a result of our association with the leaders in the industry. Today in the retailer industry, we are currenting serving 12,000 FMCG customers regionally.
Diploma / Advanced Diploma / Higher Graduate Diploma / DVM / DKM Level 4 / DLKM Level 5
