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Customer Service Executive

The Customer Service Executive is responsible for providing product and service information and resolving product and service problems. This is achieved 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.

JOB PURPOSE
  • Serves customers by providing service information & resolving service issues
  • Highly developed sense of integrity and commitment to customer satisfaction
  • Ability to communicate clearly and professionally, both verbally and in writing
  • Manage telephone calls professionally, efficiently and with good communication skills
  • Receives processes and verifies the accuracy of application from customers/donors utilising the organisation’s internal CRM system
  • Accesses the company’s internal systems to obtain and extract order information and provide customer service management with the data for inclusion in various scheduled and special reports
  • To raise issues as and when they arise
  • Performs other related duties as assigned by management
KEY ROLES & RESPONSIBILITIES
  • To ensure calls are completed for Telco / Charities
  • Reports: To generate daily report, weekly report and monthly report to be send to APPCO HQ and Marketing Offices
  • To assist other members on any issues
  • To generate Authorization Letter upon request from Marketing Office
  • To assist with investigate on highlighted by SG Global
  • To email to Marketing Office on any Sales Lead
  • To email daily rejects to Marketing Office for any rejects by CS
  • To update SG Global for cases that requires assistance
  • To generate reports required by APPCO and SG Global in a timely manner
  • To email daily rejects to Marketing Office for any submissions rejected by CS
  • Provides back-up support to other group members in the performance of job duties as required
EDUCATION / QUALIFICATIONS
  • Diploma/Degree Holder
  • SPM/STPM/A-Level/Pre-U with relevant customer service experience will be considered
  • Preferably with at least 1 year of working experience in customer service/ call centre industry
KNOWLEDGE AND SKILLS
  • Junior Executives specializing in Customer Service in a call-centre environment
  • Good communication skills over the phone and be fluent in English and Bahasa Malaysia
  • Ability to converse in Mandarin/Cantonese will be an added advantage
  • Computer literacy is essential, especially in MS Word and Excel
ANY OTHER ATTRIBUTES
  • Mature, resourceful, tactful and diplomatic with excellent listening skills
  • Self-motivated individuals with integrity, drive to achieve targets and possess good organizational skills

Channel and Territory Executive

We are looking for a Channel and Territory Executive under our Channel and Territory Department. This role is responsible for collaborating with other departments & clients in the management of collaterals and produce creative ideas to ensure project delivery as well as assisting in coordinating and securing event bookings on a weekly basis and to maintain and acquire new leads.

JOB PURPOSE
  • Assist CTM to coordinate and secure event bookings on a weekly basis and to maintain and acquire new leads
  • Budget management of running events and communicate with respective marketing office
KEY ROLES & RESPONSIBILITIES
  • Dealing with requests, maintaining a full up to date calendar of events and liaising with the Marketing Office needs
  • Collaborate with other departments & clients in the management of collaterals and produce creative ideas to ensure project delivery
  • Regular database updates and logging event related activities
  • Monitor rollouts and ensure the event is smooth from end to end
  • Ensure all relevant documents are compiled & archived for record purposes
  • Work on ad hoc projects when required
  • Managing the road trip and territories for marketing offices.
EDUCATION / QUALIFICATIONS
  • Diploma / Bachelor Degree in any field
KNOWLEDGE AND SKILLS
  • Knowledge in Microsoft Office
  • Good command of English
  • Good communications skills
  • Good interpersonal skills
  • Able to work under minimum supervision
  • Fluency in Chinese is preferable
ANY OTHER ATTRIBUTES
  • Able to work in a dynamic and constantly changing business environment
  • Able to take up new projects in a short notice
  • Show a very “can-do” attitude
  • Must possess own transport and willing to travel
  • Analytical, meticulous and committed to meeting tight deadlines and objectives

Channel and Territory Assistant Admin

We are looking for a Channel and Territory Assistant Admin under our Channel and Territory Department. This role is responsible for preparing various operational and management reports weekly and monthly, including analytic reports, event and non-event, etc.

JOB PURPOSE
  • To assist Channel & Territory Admin in the office administration;
  • A day-to-day activity related to office planning, billing and recordkeeping, personnel, and physical distribution and logistics, within an organisation
  • To support and smoothing process for CTEs in the execution of booking events sites and initiatives for Clients, Marketing Offices and Salesworks
KEY ROLES & RESPONSIBILITIES
  • To prepare various operational and management reports weekly and monthly, including analytic reports, event and non-event, etc.
  • Preparing official letters and follow up for approval from relevant agencies
  • To compile, verify and process payments, and monitor budget
  • Ensure all channel activities are properly recorded and entered into the computerized event system
  • Manage Malaysia trucks (pick-up) records.
  • Any other roles and responsibilities which may be assigned from time to time
EDUCATION / QUALIFICATIONS
  • Diploma / Bachelor Degree in any field
KNOWLEDGE AND SKILLS
  • Knowledge in Microsoft Office
  • Good command of English
  • Good communications skills
  • Good interpersonal skills
  • Able to work under minimum supervision
ANY OTHER ATTRIBUTES
  • Good attention to details
  • Ability to stay calm under pressure
  • Methodical and thorough approach to work
  • Well Organised
  • Good at juggling tasks and prioritizing
  • A great team player
  • A desire to show initiative