Customer Succees Specialist-Mandarin(Singapore Digital Banking Process )

Gratitude Inc

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2 months ago

Customer Succees Specialist-Mandarin(Singapore Digital Banking Process )

0-1 Year(s)

Selangor (Kuala Selangor)

Job Description

Key Skills

Customer Service Listening Microsoft Office typing skills Proficient in the Mandarin language b2 English

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Target :22nd July.

Customer Success Specialist - Mandarin - KL

Job Locations MY-Selangor-Petaling Jaya

Overview

The Customer Success Specialist (CSS) will be responding to customer requests, managing concerns, and providing specific information based on the enquiries received via inbound phone call and email channels.

Qualifications

Education background:

• 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) https://www.coe.int/en/web/common-european-framework-reference-languages/level-descriptions

Work experience:

• 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 Interpersonal Skills:

• Customer Service orientation

• Customer Results/Solutions focussed

• Customer Expectations Management

• Active Listening Skills

• Must be able to speak, read and write Mandarin

Technical Skills:

• Minimum typing speed of 40wpm with a 90% accuracy score.

• Computer literate and fully conversant in Microsoft Windows and Microsoft Office

Responsibilities and Accountabilities

• Support customers to place online orders with the client

• Provide timely support to customers through available communication channels (inbound phone calls and email)

• Process payments and confidential client information in a manner that is precise and safeguards the customer’s personal and financial payment data at all times

• Proactively support customers to mitigate the risk of damage to the client’s brand and customer loyalty

• Identify and escalate priority issues through appropriate channels as and when necessary

• Work harmoniously with other team members to identify better ways of working and promotes a culture of continuously improving the customer support experience

• Maintain and improves quality of service by sharing suggestions and recommendations

• Keep job knowledge and skills up to date by attending training and continuously learning

• Meet all key performance indicators set by the company and client

• Adhere to the policies and procedures set by the company and client

Role

Customer Care Officer

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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