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 Customers situation and to address Customers 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