Job Description

• Handle customer enquiries completely and accurately
• Respond to customers’ voice mail, Email messages or correspondences
• Follow procedures to ensure all calls are identified as ‘in’ or ‘out’ of contracted scope
• Provide ‘first call resolution’, wherever possible
• Apply known solutions, advice and guidance to customers
• Take written change requests from customers and ensure these are accurately logged and referred to the appropriate support teams
• Log all calls, using the designated call handling system and entering detailed and accurate information
• Assign any issues which cannot be resolved during the call to the appropriate support group
• Keep the customer fully informed about the progress of any issues which have been assigned to a support group
• Ensure effective escalation and hand-over of customer enquiries/issues to the Team Leader, ensuring accurate information is provided and the process is carried out in a timely manner

Job Requirements

• Degree holder, fresh Graduates are encouraged to apply
• Good communication skills in English and other foreign languages is a plus
• Able to converse in Mandarin is an added advantage.
• Experience in a customer service industry/call center customer handling is an advantage
• Good interpersonal skills and customer interface skills – both on the phone and in person with customers and colleagues
• Ability to give specific and clear instructions and problem-solving advice
• Good personal time management and task organization
• Ability to work well in a team and in a target oriented environment

Skills