Member Service Specialist, Email – US
|Location||Kuala Lumpur, Malaysia|
Responsible for the day-to-day operations of the US Member Services email service handling.
Be the YL ambassador by ensuring the US & NFR Member Services email services is attended to promptly within the stipulated time.
To attend to all emails received with exceptional quality within the stipulated SLA time.
Resolve member enquiries and issues promptly, ensure effective and timely follow up.
Maintain and ensure members’ records are updated into customer database accurately.
Liaise with internal departments in relation to member services issues.
Support Lead/Head of MS to review work processes, identify and resolve process gaps through constructive feedback for continuous improvements where appropriate.
Essential duties & responsibilities
Essential duties and responsibilities include the following (other duties may be assigned):
To fulfil all email-related work (inbound & outbound) related to YL products and services which include NFR emails from non-US members.
To promptly attend to members to obtain correct and complete information where required to resolve the issue.
Make effort to understand the member, to anticipate member’s needs; give high priority to customer satisfaction, both internal and external.
Work effectively with team members to accomplish organization goals; take actions that respect the needs and contributions of others; contribute to and accept consensus.
Ensure emails are completed within stipulated timelines which will be determined upon the assignment of respective email work.
Ensure details entered in the email response and system are correct and accurate at all times with required salutation and professionalism.
Promptly respond to email enquiries about company services, regulations, information and procedures. Respond via email and in writing to member’s request for information in clear and understandable manner.
To raise to management’s attention immediately upon encountering backlash or negative feedback from members on any aspect of YL or leaders’ obligations to members, inconsistencies in queries, technical or software difficulties, or any issue preventing the execution or completion of an assigned task within the stipulated timeline.
Any additional or ad-hoc call task as assigned by the management.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education & experience
Preferably 2 years’ working experience in customer service/email service.
Excellent writing and editing skills in English.
Telemarketing or tele-sales experience would be an added advantage.
Previous experience in a chat/email team would be a plus.
Mature, resourceful, tactful and diplomatic with excellent communication and listening skills.
Self-motivated individual with integrity and ability to drive team to achieve targets, and in possession of good organizational skills.
ADDITIONAL CODE OF CONDUCT COMPETENCIES
To perform the job successfully, this individual should demonstrate the following competencies:
Attitude – Demonstrate a positive “can do” attitude; show motivation; must be goal oriented and a self-starter; be “solution-minded” rather than “problem-minded”.
Work Ethics – Must be dedicated, responsible, hard-working, and a team player.
Oral Communication – Able to speak clearly with customers and employees in all situations; listen and get clarification; respond well to questions; demonstrate positive response to others.
Written Communication – Able to write clearly and informatively; edit work for spelling and grammar errors; vary writing style to meet needs; able to read and interpret written information.
Professionalism – Approach others in a tactful manner; react well under pressure; treat others with respect and consideration, regardless of their status or position; accept responsibility for own actions; follow through on commitments.
Safety and Security – Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.
Attendance, Punctuality, Dependability – Be consistently at work and on time; ensure work responsibilities are covered when absent; arrive at meetings and appointments on time, follow instructions, respond to management direction; take responsibility for own actions; keep commitments; commit to long hours of work when necessary to reach goals.
For interested and qualified applicants, please submit your CV with a cover letter by clicking on the APPLY FOR THIS POSITION button. Please indicate clearly the position being applied for in the email. We will contact shortlisted applicants in due time. Thank you in advance for your time and interest.