Job Description

Customer Service Executive responsible for logging and updating helpdesk incidents, guiding suppliers and buyers on portal usage and business/trading processes, providing service provisioning and training, handling inbound and outbound calls, troubleshooting system access issues, escalating complaints to specialists, and gathering client feedback to maintain service quality.

Responsibilities:

• Ensure incidents are logged and updated in the helpdesk ticketing system
• Learn and achieve a good understanding of product features
• Guide suppliers and buyers on portal usage and processes
• Provide service provisioning and training for suppliers
• Assist buyers and suppliers with enquiries on business/trading processes
• Respond to inbound and outbound calls in a professional manner and provide solutions and advice where appropriate
• Troubleshoot and resolve suppliers' issues within system accessibility
• Ensure service quality levels are maintained, and all issues are handled in a timely manner
• Escalate clients' requests and complaints to appropriate specialists
• Update clients about their requests and feedback status accordingly
• Gather clients' feedback, identify problem trends and report to supervisor for discussion or service enhancement
• Perform other related duties on an ad hoc basis

Job Requirements

Qualifications:

• Candidate must possess at least a Diploma in any field
• At least 2-3 years of working experience in the related field (Helpdesk or Call-Centre) is an added advantage
• Preferably Executives specializing in Customer Service in the Technology industry or equivalent
• Required languages: Mandarin (Due to our Client who speaks Mandarin) and English
• Ability to effectively communicate, both written and verbally
• Ability to focus in a dynamic work environment and thrive while responding to evolving product inquiries
• Courteous with strong customer service orientation
• Ability to work as a team member, as well as independently
• Knowledge in usage of Microsoft Office

Skills