Customer Service - Mandarin Speaking
Location: Sunway Geo
Salary: RM2,800
Responsibilities:
- Handle Inbound & Outbound Calls for Dom BIS Sales Enquiries, Main Line and Operator queue
- Liaise with Business Unit on status of service request
- Filter calls based on product and require different assistance such as software help and to transfer to the department in charge
- Dispatch Engineer on-site for hardware related issues
- Inquiries on Paper, Toner, Staples, and others
- Handle Product Sales & Promotion inquiries on Printers, Cameras, Scanners and Projectors
- Assisting customers to register product warranty online
- Receive inquiries on consumable and print head
- Process consumable orders
- Help customers with basic how-to guides
- Any assignment as assigned by the immediate superior or HOD
- Assist Service Mailbox inquiries and replies
- Send SMS sales lead to the respective sales team
- Raise escalation for the relevant Business Unit for resolution
- Accurately record and update customers’ cases into CRM and trackers following appropriate processes
- Provide accurate and understandable information to all customers and support partners
- Ensure customer issues and/or complaints are either addressed or escalated to the appropriate level, whilst ensuring follow-through in all cases
- Ensure all follow-ups are done on time
- Ensure all SLA’s are met appropriately
- Maintain a high level of customer satisfaction whilst maintaining a professional manner
- Be familiar with all policy, processes, and product knowledge and escalation paths
- Remain polite, patient and courteous with the customer throughout the experience
- Ensure the end-to-end experience for all customers is at a high level of customer satisfaction
Minimum Qualifications/skills:
- Previous experience in a customer support role
- Must possess a clear speaking voice and good verbal communication skills in English, Bahasa Malaysia and Mandarin
- Customer oriented mindset
- Able to work efficiently in a fast-paced environment
- Self-motivated and execution oriented
Preferred Qualifications/skills:
- Ability to work on Multi Tasks and should be flexible
- Willing and able to work Monday to Saturday - 5 days a week
- Willing and able to work in shift till 8pm
- Willing and able to work in Sunway Geo
- Local Citizen or Permanent Resident (PR)