Job Profile Summary
The Advisor I, Customer Service position interfaces with customers via inbound calls, outbound calls, or through the Internet depending upon client requirements. This position provides customer service support and resolution of routine problems regarding client's product or services.
Essential Functions/Core Responsibilities
- Listen attentively to customer needs and concerns; demonstrate empathy while maximizing opportunity to build rapport with the customer.
- Greet customers in a courteous, friendly, and professional manner using agreed upon procedures.
- Maintain basic knowledge of client products and/or services.
- Prepare complete and accurate work including appropriately notating accounts as required.
- Participate in activities designed to improve customer satisfaction and business performance.
- Offer additional products and/or services.
- Track, document and retrieve information in call tracking database.
- Respond to customer inquiries by referring them to published materials, secondary sources or more senior staff.
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs')
- Clarify customer requirements; probe for understanding, use decision-support tools and resources to appropriately provide resolution to the customer.
- Open to all nationalities as long as certified HSK4 and above.
- Diploma with three to six months of relevant experience preferred.
- Courteous with strong customer service orientation
- Strong computer navigation skills, Keyboarding Skills, internet surfing and PC Knowledge.
- Ability to effectively communicate, both written and verbally as a bilingual speaker for first language of support as well as English. (With basic understanding to industry related terminologies).
- Dependable with strong attention to detail
- Skilled in multi-tasking; including the ability to be flexible and adapt to changes quickly
- Tolerance for repetitive work in a fast-paced, high production work environment
- Ability to work as a team member, as well as independently.
- Demonstrate patience in all customer contact situations, including maintaining a pleasant and professional tone and manner.
- Ability to rotate shifts, as needed.
- Based on location and/or program, additional experience/skills may be required
p/s: If you are outside Malaysia, company will provide all legal document to work in Malaysia as the office will be in Cyberjaya, Selangor, Malaysia.
**Salary**: Rp16,000,000 - Rp18,000,000 per month
Application Question(s):
- This role is on site role in Cyberjaya, Malaysia. Are you willing to relocate to Malaysia? Relocation package will be provided.
**Education**:
- S1 (preferred)
**Experience**:
- Customer Service: 1 year (preferred)
**Language**:
- Mandarin (required)
- English (required)
License/Certification:
- at least HSK5 for Mandarin Language qualification (required)