Gratitude India

Hire mandarin/cantonese speaker CCE

1 - 2 year(s)

Malaysia - Kuala Lumpur

Job Description

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Role: Mandarin Language Expert

Timings: Rotational Shifts (Contract To Hire)

Industry: BPO

Work Mode: Work from office

Functional Area: ITES / BPO / Customer Service

Process: Chat

Key Skills:

Access Platform

Location : PJ
Contractual Role

L1 RM3k+KPI RM200,
L2 RM3.8k+KPI RM200.
Mon-Fri, 8:30am-7pm, Sat, 9am-1pm. 5 days rotational shift.
Minimum SPM.
L2 would require minimum 1 year of CS experience.

L1 Role:
First level phone, email and fax support for customers with corporate/consumer products
products
• Inbound & Outbound Calls
1. Liaise with Business Unit on status of service request
2. Filter calls that do not need engineer on site and perform FCR
3. Dispatch Engineer on-site for hardware related issues
4. Filter call base on product and require different assistance such as software help and to transfer to the
department in charge
5. Handle calls from Sales & Main Line
6. Enquiries on Paper, Toner, Staples and others
7. Handle Product, Sales & Promotion enquiries on Printers, Cameras, Scanners, Projectors and other
products
8. Enquiries on eShop Web Portal online purchase and delivery matters
9. Enquiries on indoor service repair status and related matters
10. Enquiries on gift redemptions
11. Enquiries on training related matters
12. Assisting customer to registering product warranty online
13. Receive enquiries on consumable
14. Process consumable orders
15. Help customers with basic ‘how to’ guides
16. Other administrative matters
• Administrative task
1. Any assignment as assigned by the immediate superior or HOD
• Assist Service Mailbox enquiries and replies
• Handle Inbound & Outbound Calls for Main Line and Operator queue
• Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries
• Send sales lead to the respective sales team
• Raise escalation for the relevant Business Unit for resolution
• Accurately record and update customers’ cases into CRM and trackers following appropriate processes
• Provide accurate and understandable information to all customers and support partners
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst
ensuring follow through in all cases
• Ensure all follow ups are done in a timely manner
• Ensure all SLA’s are met appropriately
• Maintain high level of customer satisfaction whilst maintain a professional manner
• Be familiar with all policy, processes, and product knowledge and escalation paths
• Remain polite, patient and courteous with customer throughout the experience
• Ensure the end to end experience for all customers is at a high level of customer satisfaction

L2 Role: Primary Job Functions:
CHD/ BHD
• Point of contact for system service requests and queries from copier, printers & scanners users
• Ability to multi-task and make decisions quickly based on the customer's needs
• Ability to handle difficult calls in a professional manner
• Respond to requests for technical assistance on system issue by telephone or electronically (email)
• Diagnose and resolve over the phone or electronically of all system related issue on the copier performance and advise
users on appropriate actions
• Log service request detailed information as required into the Enterprise System
• Identify and escalate situations requiring urgent attention
• Carry out such other tasks and responsibilities as may be required and assigned which would be based on the changing
needs of the organisation consistent with the employee’s skills and abilities
• Provide technical support for product related issues (for domestic market)
• Provide helpdesk support via telephone/email
• Use problem solving skills and product knowledge to resolve customer’s technical queries in a timely manner
• Record and update customers’ cases into systems for proper tracking
• Provide accurate and understandable information to customer
• Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring
follow through in all cases
• Maintain high level of customer satisfaction whilst providing technical assistance
• Maintain accuracy when logging and/or updating call details in call tracking too.
• Be familiar with all policy, processes, product, technical knowledge and escalation path
• Perform outbound follow up calls to customer within agreed and monitor system alarm
• Remain polite, patient and courteous with customer throughout the service

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Bukata Dandah

Recruiter - Gratitude India

View Details

Kuala Lumpur ,

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