Job Responsibilities:
- Support day-to-day activities of Member Operations through effective communication with the Members Services team and Members via telephone and other channels of communication.
- Perform appropriate tasks to support Members’ expectations and needs in information handling records, refunds, repurchases, order audit and after-sales.
- Able to provide a buddy system (knowledge sharing and guiding the new joiner) through the first few weeks or months on the job.
- Participate in ad hoc projects, events, UAT (user acceptance testing) and provide suggestion / feedback
- Familiar with internal department policy & procedures including Record Maintenance and Administration, Royalty Overrides, Orders, Award handling, System Behavior, Member Compensation system and etc.
- Able to log SNOW/ISupport and highlight to IT immediately where there is a system issue that will affect Members’ experience and operation. Able to work and communicate with IT on the solution and direction.
- Constantly look for ways to improve performance and make appropriate recommendations to the Manager as and when such opportunities are identified. This will be demonstrated by a clear and ongoing process of improvement with the teams and by quality initiative from time to time.
- Able to respond or provide solutions to external partner / vendor 3PL on delivery issue i.e problem address, duplicate parcel, return parcel etc
- Able to take full ownership to communicate with logistics and 3PL when there is an urgent issue or feedback and achieve preventive solutions
- Able to build/ create a good relationship with the team to build a fun and happy working environment.
Job Requirements:
- Secondary school education – SPM. Tertiary education would be an advantage.
- At least 3 years of working experience in the customer service industry or relevant MLM/Direct Selling with cash handling experience.
- Proficiency in verbal and written English and Mandarin proficiency is required due to the market support.
- Pleasant personality with excellent interpersonal skills
- Ability to provide superb customer service and resolve problems independently under the company’s guidelines.
- Self-motivated and attentive to details with strong initiative.
- Ability to work in a result-oriented atmosphere under pressure and meeting tight deadlines as flexible working hours may be required
- Good computer literacy (Word/Excel/Powerpoint)
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