Telecontinent Hiring! Contract 中文&粵語客服 - Customer Service Executive (Mandarin & Cantonese Speaking) in Selangor, Earn up to MYR 3,500 - Ricebowl

Technical background, e.g. education in information electronics, mechanics and/or SW skills.

In individual cases it is possible to assign the function to an employee, if the essential professional knowledge is acquired by work experience.

Min. 6 months or more experience in a call center environment is recommended

Experiences in the following topics is essential :

Good technical knowledge in supported customer specific Hardware and SW environment

Knowledge of customer service principles and practices.

Native Speaker quality in Cantonese and Mandarin (Mandatory).

English language skills are additionally implied.

PC literacy, especially usage of Microsoft Office package.

Willingness to work in shift models, based on customer requirements.

Industry Knowhow preferred.

Answer inbound customer calls, including detailed recording of the issue according to defined processes.

Check if reported incident is covered by contract and also if caller information and address details are correct, then initiate defined actions.

Transform tickets created by any Customer Service channel into the Ticket system.

Retrieve customer agreement on cost coverage, if no contract exists.

Identify and escalate situations requiring urgent attention.

Inform Line Manager or dedicated IRM team in case of customer escalations.

Provide detailed information on all performed activities to next appropriate level according to process definition. If incident is solved log all required debriefing information in the ticket according to process definition (incl. usage of service coder). In dedicated cases enter debriefing information from field services.

Responsible for ensuring that the set KPIs are achieved.

To update the call management system accurately and efficiently with call details, actions taken and resolution

To proactively monitor systems in order to pre-empt customer issues and calls

To ensure high levels of customer satisfaction with individual calls

Provision of added value services during non-peak times.

If not successful in solving the ticket, forward to the next appropriate level.

Usage of remote tools (where applicable) to analyze and resolve tickets.

Answer “How do I Questions” for Hardware and Software in the customer environment. • Enter correct spare part proposal by using individual product configuration details.