Company:  The Italian Baker Sdn Bhd

Location:  Pulau Indah

Summary

• To attend to customers' complaints on product quality, sales-related issues, feedback and other related inquiries about Massimo's products and services. 
• To ensure customer complaints on product quality, sales related issues, feedback and other related inquries about Massimo's products and services are handled properly, effectively and in a timely manner. 

Responsibilities

• Acting as a liaison between customers and the company. 
• Assist with complaints and feedback (products and sales), bulk purchase orders, account opening, sponsorships, factory visits and other queries. 
• Deal and intereact directly with customers (through calls or emails), able to greet customers well and ascertain the reason for calling and emailing to provide and process information in response to inquiries, concerns, feedback and requests about products and services. 
• Direct the content of calls and emails from customers and callers to the related departments accordingly based on the nature of call/email.
• Conduct follow-up closely with the related department for any issue/case lodged by the customer/caller. 
• Responsible for obtaining and evaluating all relevant information to handle product and service inquiries.
• Respond promptly to customer inquiries and feedback. 
• Handle and convey the QA investigation result on technical complaints directly to customers/complainants. 
• Preparing weekly reports and compile the Sales-related issues monthly. 

Qualification 

• Posses at least a Professional Certificate, Diploma, Bachelor's Degree, or Professional Degree in Public Relations or Mass Communication or equivalent. 
• Good communication skills in verbal and written English and Bahasa Malaysia.

Experience & Years of Sevice

• Fresh graduates or 1 year experience in a related field. 

Technical Skills & Professional Knowledge

• Well-versed in Microsoft Office (especially Excel, Work, PowerPoint - for reports & records)
• Email & communication tools (e.g, Outlook, Gmail and Microsoft Teams). 
• Phone handling etiquette. 
• Report writing - weekly/monthly summaries. 

Competencies

• Professional customer communication - handling tough or sensitive conversations with courtesy. 
• Empathy: Ability to understand customer's emotions and perspective. 
• Problem Solving: Able to resolve customer's issues/inquiries through phone calls or emails and ensure effective decision-making. 
• Articulate and patient.
• Adaptability: Respond easily and effectively to different customer's needs or requirements. 
• Accountable and responsible. 
• Commited and hardworking. 
• Humble, coachable and with teamwork spirit.