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Inicorn Sdn Bhd (Plixstar)

Online Customer Care (Urgent Hiring)

Full-time

George Town, Penang

Customer Service

6 days ago

Job Description:

We are looking for a dedicated and proactive Online Customer Care to join our team, and we encourage fresh graduates to apply. The ideal candidate will provide timely and professional support to customers and vendors on our online marketplace platform through email, chat, and social media. Responsibilities include addressing inquiries related to product listings, transactions, and platform usage, assisting with order tracking and issue resolution, supporting vendors with registration and store setup, and utilizing IT skills to troubleshoot technical issues. Join us to contribute to a positive customer experience and drive overall platform success.

Fresh graduates are also encouraged to apply.

Job Responsibilities:

Provide timely and professional support to customers / vendors on the online marketplace platform through various channels, including email, chat, and social media.
Address customer / vendor inquiries related to product listings, transactions, and general platform usage, ensuring a positive customer experience.
Assist customers / vendors with order tracking, returns, and issue resolution, demonstrating a thorough understanding of the online marketplace's policies and procedures.
Support vendors in the registration, verification, and store setup processes, including tasks such as product upload, shipping arrangements, and more..
Utilize IT skills to navigate the online marketplace platform, troubleshoot technical issues, and guide customers / vendors through online processes.
Collaborate with the IT team to escalate and resolve technical issues impacting customer / vendor interactions on the online platform.
Maintain accurate and comprehensive customer / vendor records within the platform's system, documenting interactions and resolutions effectively.
Stay informed about updates to the online marketplace, promotional activities, and policies to provide accurate information to customers / vendors.
Collaborate with cross-functional teams, including sales, logistics, finance and technical support, to address customer / vendor needs and contribute to overall customer / vendor satisfaction.
Proactively identify opportunities for process improvement on the online marketplace platform and provide constructive feedback.
Adhere to established service level agreements (SLAs) to ensure the efficient resolution of customer / vendor inquiries and issues.
Be able to handle multitasking or challenge job. handle various tasks beyond customer care, including responsibilities in sales, process flow, system testing, etc.

Job Requirements:

Bachelor’s degree in any relevant field or equivalent work experience. (Fresh graduates are encouraged to apply.)
Background in Information Technology or related fields is an added advantage.
Good communication skills in Chinese, English, or Malay (written and verbal) to support a diverse customer base.
Willingness to learn with strong problem-solving skills and ability to handle and resolve customer issues independently.
Basic familiarity with CRM tools and IT systems is an advantage (training will be provided).
Ability and interest to learn and navigate online marketplace platforms.
Passion for delivering good customer service and a positive attitude towards exceeding customer expectations.
Familiarity with online communication tools, social media platforms, or customer support tools is an added advantage.