Voice & Chat - Lazada - Feb Intake

Location Malaysia
Discipline Operations
Job reference 162032
Salary 2025
Contact name Janishalecthumi Tegaraja

Duties and Responsibilities:

  • Open and maintain customer accounts by recording account information

  • Resolve product or service problems 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 information and analyzing customer needs

  • Contribute to team effort by accomplishing related results as needed

  • Manage large amounts of incoming Calls / Chats

  • Identify and assess customers’ needs to achieve satisfaction

  • Build sustainable relationships of trust through open and interactive communication

  • Provide accurate, valid and complete information by using the right methods/tools

  • Handle complaints, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution

  • Follow communication procedures, guidelines and policies

  • Go the extra mile to engage customers

  • Resolve customer complaints via phone, email, mail or social media

  • Greet customers warmly and ascertain problem or reason for calling

  • Act as the company gatekeeper

  • Suggest solutions when a product malfunction

  • Attempt to persuade customer to reconsider cancellation

  • Inform customer of deals and promotions

  • Sell products and services

  • Work with customer service manager to ensure proper customer service is being delivered

  • Close out or open call records

  • Compile reports on overall customer satisfaction

  • Read from scripts

  • Handle changes in policies or renewals

  • Resolve customer complaints via phone, email, mail or social media