Job Openings Customer Service Representative - B2C

About the job Customer Service Representative - B2C

Carsome is hiring Customer Service Executive/s for our B2C Retail Business.  Target joining date: Before February 2021.
Come join us on our growth journey!   

LocationLot EV-G-08 Evolve Concept Mall Pacific Place, Jalan PJU 1a/44, Ara Damansara, 47301 Petaling Jaya, Selangor

Our growing B2C retail business is looking for a skilled problem solver to join our team as a Customer Service Representative. We need an enthusiastic individual who can listen to customer service issues, identify the key problem(s) or question(s) to investigate, and then offer quick, effective, and accurate assistance to ensure high customer satisfaction.

Throughout all customer interactions, a Carsome Customer Service Representative must be able to put themselves in their customers’ shoes and advocate for them when necessary. Furthermore, he/she must also maintain a high level of professionalism and present Carsome in the best light possible.

Hence, a successful candidate for this role will be patient and empathetic when dealing with customers over the phone, email and/or online chat boxes, and be willing to undergo training in product knowledge to allow a solid understanding of Carsome’s business and products, and customer service policies.

Duties and Responsibilities

Manage inbound enquiries via Carsome’s hotline and website, and outbound cold calling (leads are provided). Responsibilities include but are not limited to:

  • Attend to customer enquiries by providing correct information regarding Carsome’s used car business product & service offerings
  • Support customers in account registration and test drive booking process
  • Remind and confirm customers’ test drive appointment(s)
  • Proactively persuade customer to reconsider appointment cancellations
  • Proactively inform customer of ongoing deals and promotion

Deliver a high level of customer satisfaction and delight in carrying out responsibilities by focusing on the following:

  • Correctly identifying, assessing, and resolving customers' true needs by clarifying the problem/issue; determining the root cause; selecting and explaining the best solution to problem
  • Always insisting on providing the most accurate and valid information to customers by using relevant Carsome methods and/or tools provided
  • Uphold high standards of prudence and discretion in processing and maintaining customer interaction records and account details, and carefully logging customer information where applicable using Carsome tools provided

Requirements

Education: SPM/Diploma/Degree

Relevant Experience:

  • Proven Customer Support/Service - Telemarketing, Sales
  • Track recored of achieving required performance benchmarks.
  • Prior professional experience in automotive industry preferred but not compulsory
  • Prior professional exposure in hospitality industry highly valued.

Technical Competence:

  • Strong English & Bahasa Malaysia verbal and written communication skills. 
  • Strong phone contact handling skills and active listening
  • Adequate computer proficiency and familiar with common CRM systems and practices 

Behavioural Requirements:

Flexible, open minded, empathetic, competitive, proactive.  Emphathetic customer orientation and ability to adapt/respond to different types of characters.

Organizational Competence:

Accountable, able to multi-task, adaptable to changes quickly, open to learning, customer centric, committed to personal and team objectives, able to work under pressure, good time management, team player.