Senior Customer Support Agent



Customer Service
Kuala Lumpur, Malaysia
Posted on Thursday, November 2, 2023

Provide top-tier customer support via phone, email, and live chat, ensuring prompt and efficient resolution of inquiries.
Dive deep into our CRM system, keeping it updated and ensuring data accuracy.
Analyze customer feedback and collaborate with the team to drive initiatives that improve CSAT and NPS.
Utilize keyword mapping and other analytical tools to refine our customer interaction processes.
Be the go-to expert when complex or escalated issues arise, offering solutions that put the customer first.
Contribute to the team's performance by meeting and exceeding KPIs such as response time, customer satisfaction scores, and NPS.

Proficient in CSAT and NPS systems.
Experience with CRM tools, live chat platforms, and chatbots.
Strong analytical skills with an ability to draw insights from customer interactions.
Adaptable to rotational shifts with 1 rest day and 1 off day.
Comfortable with a hybrid work model, with anchor days in our Malaysia office.
Excellent team player, but also confident in taking the lead when necessary.
Familiarity with handling escalated customer scenarios with tact and professionalism.

  • Opportunity to make an impact to the world by transforming urban transportation.
  • Be part of a hyper-growth organization with plenty of opportunities to springboard your career.
  • Flexible and autonomous working environment with highly motivated and competent colleagues.
  • Competitive compensation and comprehensive benefits.

The Beam Group of Companies is an equal employment opportunity (EEO) organization. We are dedicated to providing an inclusive and diverse working environment where all are welcome regardless of race, language, religion, gender, nationality, age, disability or other divisive categorizations.

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