Customer Service Representative (Mandarin)

Position: Customer Support - (Mandarin Speakers)

Location: Cyberjaya/KL

Job Description

Essential Functions/Core Responsibilities

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

Candidate Profile

High school diploma with three to six months of relevant experience preferred

Courteous with strong customer service orientation

Strong computer navigation skills, Keyboarding Skills, internet surfing and PC Knowledge.

Ability to effectively communicate, both written and verbally as a bilingual speaker for first language of support as well as

English. (With basic understanding to industry related terminologies).

Dependable with strong attention to detail

Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly

Tolerance for repetitive work in a fast-paced, high production work environment

Ability to work as a team member, as well as independently