Qualifications

 

Education background:

• Bachelor’s Degree or at least Diploma or equivalent in any discipline.

• Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension) 

Work experience:

• Minimum of 6 months work experience in customer support in any industry.

• Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field

• Call centre experience is not a ‘must’ but would be a distinct advantage.

Technical Knowledge and Expertise :

Professional and/or personal technical troubleshooting experience

Mobile Operating System, Smartphone, Tablet, PC or laptop experience

Deep curiosity for understanding technology, passion for learning more and sharing

knowledge with others

Uses analytical skills to isolate and resolve complex technical issues through appropriate

troubleshooting methodology

Confident navigating through multiple systems and tools to research, comprehend and deliver

solutions to customer in real time

Resilience :

Able to self manage and work independently in a fast-paced and highly-demanding

environment

Embraces repetition of core job duties, yet eager to take on more responsibility when needed

Strong sense of professionalism exhibited by remaining positive, calm and composed under

pressure

Self-awareness to identify, address and manage navigating through challenges associated

with the role

Remains focused and poised despite criticism and setbacks

Eager to receive feedback, embraces coaching and demonstrates changes as a result

Strong sense of professionalism exhibited by remaining positive, calm and composed under

pressure

 

Responsibilities

Customer Service Focus :

Experience in customer facing environments (phone, chat, in person, etc.) interaction in some

capacity (can include volunteer work, or project work while in school)

Demonstrates passion for customer service, ownership of the customer experience and

determination to deliver a comprehensive resolution

Obsesses over the customer experience and constantly strives to exceed their expectations

Able to communicate clearly and effectively, both written and verbal in English AND Cantonese

Able to effectively tailor communication and style to differing audiences and read verbal and

non-verbal cues

Approaches problems flexibly and is able to adapt and modify approach without

compromising outcome

Providing a high caliber Customer interaction as measured by Client’s call quality reports, call

audits, and customer satisfaction survey;

Presenting to the public a strong working expertise in all Client Supported Products (now and

in the future) as measured by Client’s call quality reports, call audits, and customer satisfaction

survey scores;

Ensuring innovation and quality in all Customer interactions as measured by Client’s call quality

reports and customer satisfaction survey;

Capturing all required data elements in Client’s internal Online Store and other systems of

record as required by the Client's training and operational procedures;

Maintaining a general awareness of Client’s strengths in the industry; and

Assisting Customers by answering queries relating to their order status, changes and delivery

timeframes.

Learning Aptitude :

Thrives in a team environment: able to seek and provide expertise, challenge productively and

help others succeed

Energy and excitement to master current role, eager for challenges to grow within it and drive

to develop skills in the organization

Stays curious and inquisitive in the pursuit of professional excellence

Effective time management strategy including ability to multi-task, prioritize, organize and

balance workload

 

Advisors in a Tier 2 role typically exhibit these additional attributes.

Deep Technical Proficiency

Consistently Follow Work Schedule

Adherence to Customer Commitments

Composure Under Pressure

Relationship Repair with Others

Navigating Different Communication Styles

Effective Utilization of Resources

Advanced Issue Isolation Skills

Critical Thinking

Organization Skills

Process Improvement

Collaboration Skills

Seeking Expertise from Peers

Share Best Practices with Peers