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Specialist, Contact Centre - Commercial are responsible to respond to customer inquiries via Voice and non-voice Channels i.e.: Calls, email, Live Chat, Mobile Access, Social Media, Webmaster, written correspondence and feedback also providing customer services including but not limited to handling of customer enquiry, provision of technical support, assisting in reservation and aftersales support, addressing and resolving customer feedback in a professional and timely manner in accordance with the organization's service standards. This position requires to report directly to the Team Lead, Contact Centre Commercial which operates 24/7 rotational shift.
What you'll be doing:
- To attend to all incoming/outgoing emails and calls for Plaza Premium Group Meet and Assist business YQ Now and correspondence within the agreed turnaround time without error.
- To Complete all service requests by liaising with the in-house or 3rd party service providers and ensure all the related documentation.
- The Specialist, Contact Centre attracts potential customers by answering product and service questions; suggesting information about other products and services. Process orders, prepare correspondences and fulfil customer needs to ensure customer satisfaction.
- Has knowledge of commonly-used concepts, practices and procedures within a particular field. Rely on instructions and pre-established guidelines to perform the functions of the job. Works under immediate supervision.
What You'll Need:
- SPM or higher tertiary education.
- At least 1-3 years relevant working experience in contact centre environment.
- Excellent command of written and spoken English and Chinese is preferable.
- Knowledge of quality management systems, processes and tools would be an advantage.
- Computer literacy in MS applications and Chinese word processing.
