Requirements
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)
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 fieldCall centre experience is not a ‘must’ but would be a distinct advantage.Technical Knowledge and Expertise :
Professional and / or personal technical troubleshooting experienceMobile Operating System, Smartphone, Tablet, PC or laptop experienceDeep curiosity for understanding technology, passion for learning more and sharingknowledge with othersUses analytical skills to isolate and resolve complex technical issues through appropriatetroubleshooting methodologyConfident navigating through multiple systems and tools to research, comprehend and deliversolutions to customer in real timeResilience :Able to self manage and work independently in a fast-paced and highly-demandingenvironmentEmbraces repetition of core job duties, yet eager to take on more responsibility when neededStrong sense of professionalism exhibited by remaining positive, calm and composed underpressureSelf-awareness to identify, address and manage navigating through challenges associatedwith the roleRemains focused and poised despite criticism and setbacksEager to receive feedback, embraces coaching and demonstrates changes as a resultStrong sense of professionalism exhibited by remaining positive, calm and composed underpressureResponsibilities
Overview
The Service Advisors (SA) will provide customer service support to Client Customers’ requests for information related to items including, but not limited to, post order support, delivery information, payment information, product pre-orders, product pre-screening calls (where applicable), and general Customer inquiries.
Responsibilities
Customer Service Focus :
Experience in customer facing environments (phone, chat, in person, etc.) interaction in some capacity (can include volunteer work, or project work while in school)Demonstrates passion for customer service, ownership of the customer experience and determination to deliver a comprehensive resolutionObsesses over the customer experience and constantly strives to exceed their expectationsAble to communicate clearly and effectively, both written and verbal in English AND CantoneseAble to effectively tailor communication and style to differing audiences and read verbal and non-verbal cuesApproaches problems flexibly and is able to adapt and modify approach without compromising outcomeProviding a high caliber Customer interaction as measured by Client’s call quality reports, call audits, and customer satisfaction survey;Presenting to the public a strong working expertise in all Client Supported Products (now and in the future) as measured by Client’s call quality reports, call audits, and customer satisfaction survey scores;Ensuring innovation and quality in all Customer interactions as measured by Client’s call quality reports and customer satisfaction survey;Capturing all required data elements in Client’s internal Online Store and other systems of record as required by the Client's training and operational procedures;Maintaining a general awareness of Client’s strengths in the industry; andAssisting Customers by answering queries relating to their order status, changes and delivery time frames.Learning Aptitude :
Thrives in a team environment : able to seek and provide expertise, challenge productively and help others succeed
Energy and excitement to master current role, eager for challenges to grow within IT and drive to develop skills in the organization
Stays curious and inquisitive in the pursuit of professional excellence
Effective time management strategy including ability to multi-task, prioritize, organize and balance workload
Advisors in a Tier 2 role typically exhibit these additional attributes.
Deep Technical ProficiencyConsistently Follow Work ScheduleAdherence to Customer CommitmentsComposure Under PressureRelationship Repair with OthersNavigating Different Communication StylesEffective Utilization of ResourcesAdvanced Issue Isolation SkillsCritical ThinkingOrganization SkillsProcess ImprovementCollaboration SkillsSeeking Expertise from PeersShare Best Practices with PeersBenefits
Competitive salaryMonthly performance bonusHealth, dental & optical benefitsEPF & SOCSO contributionCareer development & training opportunitiesMulticultural & inclusive work environmentCasual dress codeEmployee engagement activitiesModern and fun office spacesAdditional Benefits
Annual LeaveMedical and Hospitalisation LeaveEPF / SOCSO / PCBMedical InsuranceTraining Provided5 Working DaysSkills
Fluency in Cantonese Customer Service
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