Customer Service (Mandarin sepaking)
Location: Kuala Lumpur
Job responsibilities:
Making outbound calls to ensure assets under warranty and contract are collected.
Receiving inbound calls from external & internal customers.
RMAs must be collected within the required time frame as per ageing.
Collections to be done with close coordination via email and telephone calls.
Diligently call and follow up on cases until closure by taking end to end ownership, with in the stipulated period [as per monthly cycle].
Maintain and update database of customers with complete and accurate information.
Have clear Understanding of KPIs [Key performance indicators].
Demonstrate right 1st time behaviour.
Understand the reasons for return delays and find a solution to resolve the situation.
Achieve the SLA and KPI targets.
Weekly meetings to be held with Key Customers (Relationship Accounts) for total pendency.
Record outbound call history and customers response in detail in the excel sheet.
Contribute as an active team member to achieve project/program deliverables and individual performance.
Respond to customer inquiries via phone or emails.
Provide both verbal & written information in a timely, clear & concise manner.
Act as a back-up in case of absence of colleague and as per task assigned.
Work as a buddy to new joiners as and when required.
Share data/reports/tracking as per requirement.
Keep self-updated on changes with regards to processes and procedures.
Meet daily expected productivity numbers and performance.
Delivery and closure on cases and the expected efficiency numbers.
Discrepancy resolution at the client national depot (BLR-Bangalore).
Carrier tracking and support ensuring parts are collected through required documentation and processing.
Send your resume to [email protected]