Voice & Chat - Lazada - Feb Intake

Location Malaysia
Job reference 162032
Salary 2025

Duties and Responsibilities:

  • Open and maintain customer accounts by recording account information
  • Resolve product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution information and analyzing customer needs
  • Contribute to team effort by accomplishing related results as needed
  • Manage large amounts of incoming Calls / Chats
  • Identify and assess customers’ needs to achieve satisfaction
  • Build sustainable relationships of trust through open and interactive communication
  • Provide accurate, valid and complete information by using the right methods/tools
  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
  • Follow communication procedures, guidelines and policies
  • Go the extra mile to engage customers
  • Resolve customer complaints via phone, email, mail or social media
  • Greet customers warmly and ascertain problem or reason for calling
  • Act as the company gatekeeper
  • Suggest solutions when a product malfunction
  • Attempt to persuade customer to reconsider cancellation
  • Inform customer of deals and promotions
  • Sell products and services
  • Work with customer service manager to ensure proper customer service is being delivered
  • Close out or open call records
  • Compile reports on overall customer satisfaction
  • Read from scripts
  • Handle changes in policies or renewals
  • Resolve customer complaints via phone, email, mail or social media