Actively listen to customer needs and concerns, providing relevant information and solutions to foster positive customer service experiences.
Achieve and exceed daily, weekly, and monthly sales targets and key performance indicators (KPIs) through a goal-oriented approach and effective time management.
Develop and maintain a thorough understanding of company products and services to effectively answer questions and overcome objections during sales calls.
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Sales Techniques
Communication Skills
Customer Service
Persuasion Skills
Active Listening
Time Management
Goal Oriented
Data Entry
Cold Calling
Resilience
Product Knowledge
+9
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a month ago
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Customer Service | HK Market | Office Hours | LRT Ara Damansara
Order Entry & Administration: Accurately process sales orders, verify pricing, issue quotes, prepare dispatch notes via Sage 200, and schedule deliveries
Product Information Management: Distribute product and pricing information by email, including price lists and promotional leaflets
Detailed & Thorough: Provide an excellent level of service by resolving customer needs efficiently and effectively. Ensure all specific customer requirements and "special instructions" are clearly noted in the system comments to prevent fulfilment errors
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Monitor and analyze operational metrics including Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Identify and implement process improvements to enhance operational efficiency and service performance.
Drive initiatives that improve productivity, customer experience, and operational effectiveness.
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Monitor and analyze operational metrics including Service Level, Average Speed of Answer (ASA), Average Handle Time (AHT), Occupancy, First Call Resolution (FCR), and Customer Satisfaction (CSAT).
Identify and implement process improvements to enhance operational efficiency and service performance.
Drive initiatives that improve productivity, customer experience, and operational effectiveness.
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Lead major customer service transformation initiatives and manages change by communicating clearly, providing training, and addressing risks such as language and time zone coverage to maintain a positive customer experience during transitions. Optimizes workforce allocation and ensuring service quality during organizational transitions.
Champion automation and data-driven process improvements, identifying ways to streamline workflows (like using RPA for routine tasks, AI) and overseeing analytics and reporting to drive accountability and enhance performance.
Bachelor’s degree or equivalent experience, with at least 10 years of customer service experience, including roles in customer-facing and shared service environments.
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