Job Description

Company Overview: A BPO company specializing in customer engagement and improving business performance for some of the world’s best brands. Our client comprises of companies from different industry: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. 

Working Hours:

24 hour shift (rotation)

9 hours shifts (Include 1 hour break)

Working Location: Cyberjaya office

Position: Customer Support (Mandarin AND English)

As a Customer Service Advisor, you will be the first point of contact for users of our client company.
This role offers an exciting opportunity to combine your bilingual communication(Mandarin&Eng) skills with your passion for customer care, by assisting users from around the world with their booking needs and inquiries.

You will handle inbound interactions, resolve issues, and ensure a seamless and positive
experience for users. 

Job Description:
• Ensure service delivered to our customers meets contractual Key Performance Indicator (‘KPIs’)
• Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer
• Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer
• Greet customers in a courteous, friendly, and professional manner using agreed upon procedures
• Maintain basic knowledge of client products and/or services
• Prepare complete and accurate work including appropriately notating accounts as required
• Participate in activities designed to improve customer satisfaction and business performance
• Offer additional products and/or services
• Track, document and retrieve information in call tracking database
• Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff 

Job Requirements

 ■ MUST REQUIREMENTS
SPM - At least 6 months experiences in Customer Support
Diploma - At least 4 months experiences in Customer Support
Degree - Fresh graduate welcome
- At least 6 months experiences in Customer Support
- Ability to effectively communicate, both written and verbally as a bilingual speaker for
Mandarin language as well as English language

Skills