Executive - Customer Service (Mandarin Speaker)

Responsibilities:

• ESC will render the following service for Voice/Email
• Processing incoming calls/ Emails; Making outbound calls; Updating call logs in CRM system; Performing Back Office tasks (untagging, case checking)
• To Undertake any administration tasks delegated by the Assistant Manager
• To identify areas for service and procedural improvement and make recommendations to the Assistant Manager.
• To participate fully in the team, taking part in regular team meetings, buzz sessions, giving feedback and ideas to colleagues and to the Assistant Manager.
• To escalate any queries or unresolved issues, which cannot be completed within the agreed procedures.

Soft Skills:

• Strong people skills: Ability to navigate difficult situations and stay calm under pressure.
• Solutions mindset: passion to find the right solution for Customer and resolve the issue overcoming obstacles; good cost-efficient decision making.
• Excellent time management: ability to multi-task to solve issue for Customer, while managing time.
• Polished delivery: ability to communicate in a structured and effective manner.
• Quick learner: ability to ramp up quickly and act on feedback constructively.

Troubleshooting / Critical Thinking:

• Strong first-level troubleshooting skills.
• Able to successfully communicate with others to gather information and learn about their needs and expectations.
• Able to demonstrate the ability to ask probing questions.
• Can define the concept of solution delivered at first contact and articulate that the solution could be one or more of the following.
• Able to document and close the Call as per the given quality requirements.
• Demonstrated ability to follow the identified workflow and troubleshooting process to resolve an issue.
• Clearly sets Customer expectation regarding resolution and/or follow-up.
• Demonstrated ability to have empathy with Customer’s situation and to address Customer’s accrued emotional demands.
• Able to demonstrate good attendance and sees tasks through to completion.
• Willing to do detailed or routine work necessary to achieve results
• Demonstrated ability to use logical and non-linear troubleshooting techniques to resolve the root cause of a problem.
• Demonstrates understanding and commitment to protecting customers’ privacy and information.
• Executes policies and procedures to resolve issues and offers suggestions to customers within defined support boundaries.
• Escalates problems that are beyond their scope for resolution.
• Ability to take responsibility for and manage their own learning to achieve stated goals in a timely manner.
• Responsible for efficiently and effectively solving issues presented by customers over the phone.

Qualifications / Work experience /Skills:

• Good command of spoken and written English, Malay, and Mandarin
• Strong customer-service skills
• Highly motivated team player
• Basic PC/IT knowledge, including:
• MS Office
• MS Outlook
• Internet Explorer

Work Experience
1 year of prior contact centre experience is preferred

Qualification
Minimum SPM qualification

Operation Times:
Monday - Friday 9:00 AM - 10:00 PM (Rotational shift)
Saturday/ Sunday/PH - 9:00AM - 6PM
5 Days a week

Benefits:
EPF, Socso, Medical Benefit is provided, Annual Leave - 15 days