Mandarin+B2 English

Operation Hours 9am-6pm

Monday- Saturday

Minimum Diploma Holder major in IT/Computer or Engineering (Fresh Graduates or with experiences)

Diploma above

HC:15

DUTIES AND RESPONSIBILITIES:

Primary Job Functions:

Answer incoming calls including email and chat in a timely manner.

Identify customers’ needs, clarify information, research every issue, and provide solutions and/or alternatives.

Build sustainable relationships and engage customers by taking the extra mile

Keep the customer’s privacy and protect customer information.

Meet personal/team qualitative and quantitative targets.

Handle simple to difficult inquiries in a given span of time.

Manage different types of callers in a given span of time.

Achieve the given metrics in accordance to the center’s commitment to client

Manage and resolve customer complaints.

Identify and escalate issues to supervisors.

Provide accurate information and excellent customer service.

Research required information using available resources.

Research, identify, and resolve customer complaints using applicable resources.

Process request according to customer’s preference on time

Route calls to appropriate resources

Document all call information according to standard operating procedures.

Recognize, document, and alert the management team of trends in customer calls.

Follow up customer calls where necessary.

Complete call logs and reports

Other duties as assigned.

Minimum Requirements:

Relevant working experience in contact center as customer services is preferred or fresh graduate.

Minimum Diploma Holder or higher is preferred, major in IT/Computer & Engineering ONLY.

Proficient in relevant computer applications

Knowledge of customer service practices and principles

Excellent data entry and typing skills.

Superior listening, verbal, and written communication skills

Ability to handle stressful situations appropriately.

Excellent verbal and written communication skills in Mandarin & English.