You will be part of the dynamic and vibrant team in a fast paced and structured environment to develop and deliver customer satisfaction standards. Responsibilities include handling incoming calls, call back and respond to incoming emails. As you will be managing the English and Chinese call hotlines, you will need to communicate in Mandarin when required to provide support to Mandarin-speaking customers.
Responsibilities:
- Effectively manage incoming calls and email enquiries
- Provide 1st level support over the phone to customers. Communicate in Mandarin with Mandarin-speaking customers when required.
- Identify and assess incoming caller' needs to achieve satisfaction
- Build sustainable relationships of trust through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Meet personal/team targets and call handling quotas
- Handle feedbacks, provide appropriate solutions and alternatives within the time limits and follow up to ensure resolution
- Keep records of customer interactions, process customer accounts and file documents
- Follow communication procedures, guidelines and policies
- Take the extra mile to engage incoming callers
Requirements:
- Oral proficiency in Mandarin (Min Merit grade for GCE O Level Chinese Oral Exam) to facilitate communication with Mandarin-speaking callers
- At least 1 years' experience in customer service or call center
- Must possess high quality customer service skills and a professional communication style
- Customer orientation and ability to adapt/respond to different types of characters
- Strong phone contact handling skills and active listening
- Ability to multi-task, prioritize, and manage time effectively
- Open to shift schedule
CONTRACT DURATION: 12 MONTHS
JOB LOCATION: Commonwealth
SALARY: Basic salary + incentives
- SHIFT SCHEDULE (Full Time): Monday to Friday and Saturday (shift)
- 1st shift = 8am to 5pm
- 2nd shift = 11am to 8pm
- Saturdays (between 8am to 2pm)
Carolyn Ann Santibanez Mendoza EA License No. 02C3423 Personnel Registration No. R1105160
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