Experienced Customer Service Representative (Mandarin Speaking)

Description:

You are responsible for the overall performance of your team with a strong focus on agents’ performance. As such you will be able to supply all required knowledge on an ad hoc and structured basis. Responsibilities include the monitoring and managing for performance of all KPI’s including campaign target. By providing training, coaching and expert advice your team members will exceed all targets set for them. By analyzing data from multiple sources, you will find areas in need of improvement and provides this through process improvement and staff management.

Answers incoming calls, faxes, postal mail, and emails relating to the program-supported

Responsibilities:

• Provides information about the programs supported to enable customers to access the programs and the associated benefits
• Identifies customer requirements and ensures they are answered or routed through the appropriate support area
• Manages customer escalations and ensures that these are answered, tracked and escalated as required. Escalates issues outside of service boundaries when a resolution is unable to be
• Ensures that activities and tasks required are performed and or documented in Microsoft tools were provided
• Follows correct processes and procedures for changes in Microsoft supplied tools as required
• Performs all procedures accurately, including following Microsoft documented call flows, work processes, data entry requirements, and complaint management
• Provide call backs and or call downs to subscribers and partners as required
• Demonstrates a strong customer service orientation and takes responsibility to ensure customers are
• Provides a high level of professional and competent customer service and is able to communicate effectively with

Requirements:

• Minimum 1 year relevant working experience in voice channel support in customer services
• Minimum SPM Holder or higher is
• Strong in communication skill in oral & written, deliver active listening and able to articulate step by step problem solving.
• Proficient in Mandarin either Cantonese and English is a must
• Malaysian Native speaker with above or more required languages is an added advantage
• Always perform duty in professional manner at all times
• To demonstrate willingness and effort to offer help needed to customer and peers with respect
• Being attentive during training & call handling
• Equipped with negotiation skills and able to handle difficult customer over the phone
• Proficient in general computer knowledge &
• Quickly adapt to corporate environment and culture; reading email, acknowledge updates & be responsive
• Always acknowledge and deliver respond to Team leader or
• Flexible and quickly adapt to new process and information
• Discipline, Mature, Positive Thinking, Friendly Personality and Willing to offer

What’s in in for you?

• EPF, SOCSO and EIS
• Nearby to public transport
• Medical and dental benefits
• 19 days annual leave