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Job Description
Responsibilities
- 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
- 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
Job Requirements
- Excellent chinese speaker is a Must.
- Flexible with rotational shifts.
- Skill in providing an exceptional customer experience.
- Skill in verbal and written communication to analyze, interpret and address customer needs.
- Ability to work in a time-critical environment.
- Ability to navigate a computerized data entry system or other relevant systems
- Ability to be flexible and quickly adapt to changing business needs and processes.
- Ability and willingness to provide pre-sales support. Ability to promote and sell products or services.
- Able to speak with customers in a calm, enthusiastic and friendly tone of voice.
