Executive, Digital Customer Experience (Live Chat) – SafeTravelPass (Tri-G)

Travellers are required to under go 14 days quarantine, and can pre-register for TracAPM QR Code to experience safe and fast travel check-in and make payment for quarantine fees online at SafeTravelPass (STP), before coming into Malaysia. 

SafeTravelPass or “STP” is approved by government of Malaysia to facilitate inbound and outbound travellers entry registration and payment, verifiable by Malaysia government system TracAPM, operated by Malaysia Civil Defence Force (Angkatan Pertahanan Awam Malaysia, “APM”).

All travellers, including those who did any other alternative payments and quarantine hotels booking can register for TracAPM QR Code at https://safetravelpass.com.my/

JOB PURPOSE

As a Digital Customer Experience Executive, you will be supporting our customers through email, social media and webchat with exceptional customer service.

RESPONSIBILITIES

• Provide consultative customer support through digital interface – email, social media, and webchat in a prompt and professional way
• Handle customer enquiries and complaints, feedback and other raising issue related to the Company’s services and provide appropriate solutions and alternatives within the time limits
• Support the department in all customer relationship to ensure customer satisfaction
• Take the extra mile to engage customers and follow through the cases to ensure resolution
• Identify and escalate issues appropriately
• Follow up on customer interactions

REQUIREMENT

• Candidate must possess at least a Diploma/Bachelor’s Degree in any field
• At least 2 year(s) of working experience in the related field, preferably in Digital Customer Service field
• Good in English and Bahasa Malaysia, both verbal and written
• Familiarity with CRM systems and digital applications
• Ability to use digital tools to serve customers
• Assertive to handle difficult interactions and customers
• Good interpersonal skill, negotiation skill, conflict resolution skill, communication skill and team player
• Must able to articulate your points clearly and positively
• Ability to work in a fast-paced dynamic environment as well as multi-task, prioritize, and manage time effectively
• Willing to work on rotational shift basis (between 9am to 9pm)
• Willing to work in Sunway, Kuala Lumpur or KLIA Sepang