About the Company
The Service Advisors (SA) will provide customer service support to Client Customers requests for information related to items including, but not limited to, post order support, delivery information, payment information, product pre-orders, product pre-screening calls (where applicable), and general Customer inquiries.
About the Role
The Service Advisors (SA) will provide customer service support to Client Customers requests for information related to items including, but not limited to, post order support, delivery information, payment information, product pre-orders, product pre-screening calls (where applicable), and general Customer inquiries.
Responsibilities
- Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school).
- Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolution.
- Obsesses over the customer experience and constantly strives to exceed their expectations.
- Able to communicate clearly and effectively, both written and verbal in English AND Cantonese.
- Able to effectively tailor communication and style to differing audiences and read verbal and non-verbal cues.
- Approaches problems flexibly and is able to adapt and modify approach without compromising outcome.
- Providing a high caliber Customer interaction as measured by Client's call quality reports, call audits, and customer satisfaction survey.
- Presenting to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by Client's call quality reports, call audits, and customer satisfaction survey scores.
- Ensuring innovation and quality in all Customer interactions as measured by Client's call quality reports and customer satisfaction survey.
- Capturing all required data elements in Client's internal Online Store and other systems of record as required by the Client's training and operational procedures.
- Maintaining a general awareness of Client's strengths in the industry.
- Assisting Customers by answering queries relating to their order status, changes and delivery timeframes.
Qualifications
- Bachelor's Degree or at least Diploma or equivalent in any discipline.
- Must have B2 level English Language proficiency (reading, writing, speaking and aural comprehension).
- Minimum of 6 months work experience in customer support in any industry.
- Fresh graduates are welcome with degrees in the following disciplines: English with Communication, English for Professionals, Mass Communication, or any related field.
- Call centre experience is not a must but would be a distinct advantage.
Required Skills
- Professional and/or personal technical troubleshooting experience.
- Mobile Operating System, Smartphone, Tablet, PC or laptop experience.
- Deep curiosity for understanding technology, passion for learning more and sharing knowledge with others.
- Uses analytical skills to isolate and resolve complex technical issues through appropriate troubleshooting methodology.
- Confident navigating through multiple systems and tools to research, comprehend and deliver solutions to customer in real time.
Preferred Skills
- Able to self-manage and work independently in a fast-paced and highly-demanding environment.
- Embraces repetition of core job duties, yet eager to take on more responsibility when needed.
- Strong sense of professionalism exhibited by remaining positive, calm and composed under pressure.
- Self-awareness to identify, address and manage navigating through challenges associated with the role.
- Remains focused and poised despite criticism and setbacks.
- Eager to receive feedback, embraces coaching and demonstrates changes as a result.
