Location:
Jaya One – HQ
Hybrid

Monthly Salary Range for Contract Staff:
Full-time: Starting from RM2,500 to RM4,000 based on years of experience for 5 days of work per week
Part-time: RM1,500 for 3 days of work per week 
This position requires working at least one weekend day (Saturday or Sunday) to ensure consistent customer support.

We are looking for multilingual customer service champions!

Are you a compassionate and skilled communicator? We’re seeking dedicated individuals to join our team as Care Advisors.

Your fluency in Mandarin and English will be essential in serving our diverse clientele.

If you’re passionate about making a positive impact on the lives of seniors, we invite you to apply!

Here’s what you’ll do:

• Flex your multilingual strengths by speaking and writing in English, Mandarin, and Bahasa Malaysia to our diverse Malaysian clientele.

• Provide friendly and professional service on multiple platforms.

• Build and maintain great relationships with customers by collecting feedback and providing a smooth experience.

• Monitor community feedback, messages, and complaints, and respond as quickly as possible.

• Manage reports, records, documents, and any additional tasks as necessary.

• Collaborate with team members and other departments to ensure efficient workflow. 

• You can be the Care Advisor of senior living!  

Roles and Responsibilities
Customer Support and Service:

• Multilingual Communication: Proficient in English, Mandarin, and Bahasa Malaysia. This ensures seamless communication with our diverse clientele in Malaysia.
• Multichannel Management: Effectively manage multiple communication channels, including phone, email, chat, WhatsApp, and social media. 
• Query Resolution: Efficiently handle and resolve customer inquiries, complaints, and issues, ensuring prompt and satisfactory responses.
• Call and Text Handling: Answer incoming calls and texts, provide accurate information, and assist customers in resolving their needs.
• Relationship Management: Build and maintain strong customer relationships by understanding their needs, providing effective solutions, and following up on issues.
• Content Improvement: Continuously learn and update customer service-related content, such as scripts and FAQs, to enhance the customer experience.
• Policy Implementation: Contribute to developing and implementing customer service policies and procedures to maintain high-quality standards.

Leads and Sales Management:

• New Contacts and Lead Generation: Pursue leads and convert them into qualified leads for sales, contributing to overall business growth.
• Customer Acquisition: Assist in attracting new customers by addressing their inquiries, promoting products and services, and suggesting relevant offerings.
• Industry Knowledge: Stay updated on industry trends and product information to effectively address customer questions and concerns.

Reports and Administrative Tasks:

• Reporting Management: Input data accurately on a timely basis, analyse and share observations.
• Record Keeping: Maintain accurate and up-to-date records of all customer inquiries, interactions, and resolutions.
• Team Coordination: Collaborate with team members and other departments to ensure efficient workflow and share the latest updates on products, services, courses, and campaigns.

Requirements:

• Language Proficiency: Fluently speaks, reads, and writes in English, Mandarin, and Bahasa Malaysia.
• Weekend & Holidays Availability: Willingness to work shifts, including weekends and holidays. Must be available to work at least one weekend day, either Saturday or Sunday.
• Technical Skills: Proficient in Microsoft Office Suite, Google Workspace, CRM tools, and social media platforms.
• Technical Set-Up: Reliable internet connection, a quiet workspace, and the necessary equipment to work from home effectively.
• Communication and Interpersonal Skills: Strong ability to interact effectively with customers and colleagues.
• Problem-Solving: Excellent problem-solving and decision-making skills.
• Customer Focus: Empathetic and customer-oriented approach.
• Adaptability: Ability to work under pressure and meet deadlines.
• Experience: Preferably 1-2 year(s) of working experience in customer service or a related field. Minimum SPM or higher (we value all educational backgrounds). Fresh graduates are welcome to apply.