Provide prompt, courteous, and accurate information to customers via various communication channels (phone, email, chat) to assist with their inquiries, concerns, and requests.
Address customer complaints and resolve issues in a professional and empathetic manner.
Offer product/service guidance, troubleshoot problems, and provide step-by-step solutions to customers. Ensure that all interactions are documented appropriately.
Ensure that customer interactions meet or exceed quality standards, maintaining a positive image of the company and its offerings.
Collaborate with other departments, such as Sales, Technical Support, and Operations, to ensure seamless customer experiences and effective issue resolution.
Comply with company policies and procedures, including data protection and confidentiality guidelines, while handling customer information.
Job Requirements
Bachelor's/Diploma in a relevant field.
Proven experience as a Customer Service Officer or a similar role with a track record of handling customer inquiries and complaints effectively.
Familiarity with customer service software and tools is a plus.
Excellent communication skills, both verbal and written, with a strong command of the language(s) used in customer interactions. Mandarin and English Speaking is a must.
Empathetic and patient attitude towards customers, demonstrating a high level of emotional intelligence in handling challenging situations.
Problem-solving abilities, with a proactive approach to resolving customer issues and delivering satisfactory outcomes.
Ability to multitask, prioritize, and manage time efficiently to meet service-level expectations.
