Customer Service (Mandarin)

Location Kuala Lumpur
Discipline Call Centre / Help Desk
Job reference 161886
Consultant name Archana Singh
Contact email [email protected]
Contact no. +60320870000
Contact name Alvin Yew Leng Lee
Contact email [email protected]
Contact no. 03-20870000
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]