• To handle all direct contacts for business thru channels like phone, email, and social media, that may include product inquiries, adverse event reports, product quality complaints, feedback, and other concerns about the company and its products.
• To collect and record all relevant consumer information accurately into the intake system.
• To report details of all consumer complaints within required timeframe to the relevant department or personnel-in charge.
• To provide complete and accurate responses to inquiring consumers.
• To ensure consumers are kept informed of the progress of their cases and to communicate updates such as, but may not be limited to, the results of investigation as advised by relevant stakeholder/s.
• To prepare reports of concerns received from consumers as requested by stakeholders.
• To provide support for marketing activities as agreed.
• Attend training to ensure sufficient knowledge of products, systems, and procedures required in the performance of the role
• Perform translation work (Vietnamese to English and/or vice versa) according to the requirements.
• To perform peer-to-peer quality check for accuracy of case creation for all inquiry and complaint.
• Perform other related duties as assigned by immediate supervisor and/or manager.

KEY COMPETENCY AND SKILLS:

• Education: Minimum diploma and above

• Exceptional listening and customer-centric skills.

• Excellent documentation and analytical skills: adaptable to call centre operational tools.

• Excellent oral, written, and interpersonal communication skills.

• Works well with a team.

• Motivates and reinforces teamwork.

• Develops rapport and trust.

• Self-motivated.

• Ability to treat people with respect under all circumstances.

• Instil trust in others besides upholding the values of the organization

If you are holding valid Spouse Visa, residing in Johor Bahru OR willing to relocate to Johor Bahru you are welcomed to apply to the job position. Only shortlisted candidates will be notified