Frasers Group are a global powerhouse within retail, made up of household names such as Sports Direct, USC, Flannels, Jack Wills and etc.
Sports Direct Malaysia currently operates a total of 34 retail stores domestically and manages a proprietary SportsDirect.com e-commerce site for domestic and regional fulfillment. Sports Direct Malaysia offers over 70 of the leading authentic global sports brands, offering the widest variety of choice and value. The company employs 850 staff with a view to expanding rapidly across Asia in the coming years.
Frasers Group Asia is now established and located at Sunway City with the purpose of providing global support to Frasers Group.
Job Description
The Opportunity
To manage customer contacts through various channels (Telephony, Web Chat, Social Media) on behalf of Frasers Group. You will work both independently and as part of a team, liaising with other parties such as stores, couriers and the distribution warehouse to ensure that the customers experience with Frasers Group is the best that it can be.
Your responsibilities as Customer Service Advisor will include but not limited to:
- Provide excellent and personable Customer Care to Frasers Group customers through all available channels.
- Work with the highest standard of verbal and written communication and utilise an agile and nimble approach to each customer's needs.
- Log, record and resolve customer contacts and issues in an efficient and professional manner across all functions within Frasers Group.
- Take ownership of customer contacts and complaints and liaise with various departments, creating rapport with Store management and other Frasers Group functions to reach best resolutions and through that actively promote best practice.
- Take action on customer feedback to recover potentially lost customers and/or resolve concerns.
- Any other assignments as directed by immediate superior as and when required.
Qualifications
Candidate must have the following requirement:
- Candidate must possess at least a Diploma or Degree in Advertising/Media, Business Studies/Administration, Mass Communications, E-commerce or equivalent.
- Fresh graduate or previous 1 year experienced in customer service or call centre.
- Excellent written, verbal and presentation skills.
- Committed to the delivery of an exceptional level of customer service.
- Excellent PC literacy and a working knowledge of Microsoft packages
- Ability to work well under pressure and multitask.
- Ability to pay close attention to detail and not scared to challenge the norm and think outside the box.
- Natural ability to work independently within an established team.
- Show respect to others in a positive manner and build strong working relationships.
- Strong team player and role model, capable of gaining trust from your team and peers.
- Enthusiastic, positive, resourceful, and resilient.
- Able to work on night shift during weekday, weekend and public holiday.
- Able to work full time in office, based in Malaysia.
