About Jaya Grocer:
Jaya Grocer is an affiliate of Grab, Southeast Asia’s leading superapp. To bring the convenience of on-demand grocery delivery to more consumers in Malaysia, we are dedicated towards building a strong team that is aligned with our goals. At Jaya Grocer, team collaboration and dedication are what we require to deliver quality products and service to our consumers and customers.
About the role:
Organized and friendly on the phone, in person and using written communication. Interacting directly with customers to answer questions, solve problems, provide product education and a maintain company reputation for the high quality service.
Role and Responsibilities:
i) Handles incoming calls and enquiries, to manage and handle Chinese speaking customers.
ii) Resolve customer complains vis phone, email and social media, performed follow up in respond to request and information.
iii) Improving quality service by recommending improved process, identifying new products and service applications.
iv) Prepare service reports by collecting, analyzing and record customer’s feedback, information, complete supporting paperwork and share with the team, departments and outlets.
v) Obtain and update customer data base.
vi) Maintain updated CS scripts and probe to better target customers; acquire knowledge of all company products and services to provide adequate information to customers.
vii) Create, support and update the service report and product inquiry reports. (feedback from telephone, Fresh desk and Outlet Suggestion Box)
viii) Maintain and update CSR flow charts and handbook.
ix) Conduct in house CS training and employee induction-reinforce Jaya Grocer culture.
x) Work with team leaders & HOD, to ensure appropriate changes are made to improve customer satisfaction.
xi) Generate weekly reports to measure and motivate team’s performance.
xii) Perform other related duties as assigned or requested.
- At least 1-2 years of working experience in the customer service field
- Willing to work on shifts
- Strong phone contact handling skills and active listening
- Customer orientation and ability to adapt/respond to different types of characters
- Excellent communication and presentation skills in English, Mandarin (and Cantonese is a bonus!)
- Ability to multi-task, prioritize, and manage time effectively