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Senior Customer Service Associate

Senior Customer Service Associate

Mutiara D'sara, Petaling Jaya,, MY

Mutiara D'sara, Petaling Jaya,, MY

Position Snapshot

Location: Nestlé Head Office, Surian Tower

Company: Nespresso, Nestlé Malaysia  

Full-time

3+ years of experience

A day in the life of Senior Customer Service Associate
  • Develop rapport with customers and outsource Customer Service Agents, quickly understanding the situation, history and needs in order to respond with efficient and relevant solutions
  • Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion
  • Guide and question outsource Customer Service Agents requesting support, helping them find the information they need or the most appropriate solutions 
  • Ensure that policies defined by other departments are translated into specific operational procedures with strong focus on operational efficiency and customer satisfaction
  • Master customer interactions across all touchpoints (phone, live chat, email, social media etc.), addressing all types of requests (order, technical, new member, information)
  • Share feedback report to outsource partners as per scheduled
     
What will make you successful
  • At least 2-3 years of Customer Service experience in call centre environment
  • Solid background in customer service/ sales environment
  • Experience in training and/ or coaching 
  • Experience in an international environment and fluency in English are a plus
Position Snapshot

Location: Nestlé Head Office, Surian Tower

Company: Nespresso, Nestlé Malaysia  

Full-time

3+ years of experience

A day in the life of Senior Customer Service Associate
  • Develop rapport with customers and outsource Customer Service Agents, quickly understanding the situation, history and needs in order to respond with efficient and relevant solutions
  • Identify both spoken and unspoken needs, spotting opportunities for sales and brand promotion
  • Guide and question outsource Customer Service Agents requesting support, helping them find the information they need or the most appropriate solutions 
  • Ensure that policies defined by other departments are translated into specific operational procedures with strong focus on operational efficiency and customer satisfaction
  • Master customer interactions across all touchpoints (phone, live chat, email, social media etc.), addressing all types of requests (order, technical, new member, information)
  • Share feedback report to outsource partners as per scheduled
     
What will make you successful
  • At least 2-3 years of Customer Service experience in call centre environment
  • Solid background in customer service/ sales environment
  • Experience in training and/ or coaching 
  • Experience in an international environment and fluency in English are a plus

Apply now »